Quality Management Enablement & Program Effectiveness Senior Lead

The Block Customer Operations Quality Management (QM) program plays a key role in bringing that mission to life for our customers. The Quality Management team's role is to monitor customer interactions from our voice, messaging, email, and social channels and measure adherence to business-level processes, regulatory requirements, and customer experience expectations, to ensure our business interactions are compliant and deliver an exceptional customer experience. We are looking for a highly skilled, innovative and technically skilled Quality Management Leader capable of designing, implementing, and managing a comprehensive quality management system strategy and help redefine our Quality program. In this role, you'll lead a team of Quality Strategists responsible for the administration, optimization, and development of our quality management tool and capabilities, across multiple brands, while ensuring alignment with business objectives and quality standards.