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Investment Quality Assurance Analyst

2 months ago

Atlanta Georgia, United States Cash App Full time

Job Overview
As an Investment Quality Assurance Analyst at Cash App, you will be integral in assessing customer interactions within the Investment sector to ensure adherence to established performance metrics and compliance with regulatory standards.

Key Responsibilities:

1. Evaluation of Interaction Quality:
Conduct comprehensive assessments of customer support interactions to verify compliance with investment regulations and internal quality benchmarks. Utilize diverse evaluation tools to scrutinize interactions, pinpointing strengths and areas needing enhancement.

2. Constructive Feedback Provision:
Deliver clear, actionable, and constructive feedback to Brokerage Service Specialists. Analyze trends and opportunities to provide valuable insights to leadership.

3. Calibration Engagement:
Engage in calibration sessions to ensure uniformity and coherence in evaluation standards and scoring methodologies. Share evaluation outcomes and rationales with colleagues to foster a cohesive approach to quality assessment.

4. Compliance Oversight:
Monitor and report on adherence to regulatory guidelines, ensuring that compliance standards are consistently met. Conduct regular audits to uphold high compliance levels and promptly address any discrepancies.

5. Quality Assurance Framework Maintenance:
Maintain a detailed Quality Assurance framework focused on customer service excellence and regulatory compliance. Update the framework to incorporate changes in regulations, industry best practices, and performance objectives.

6. Collaborative Partnerships:
Collaborate with cross-functional teams and leadership to align quality management practices with organizational goals. Provide insights and recommendations derived from quality evaluations to inform strategic initiatives and enhance customer experience.