Quality & Enablement Lead, US Tax Operations
Core
Building end-to-end training frameworks, running quality assurance programs, and driving CSAT-driven improvement loops for a US Tax Operations team handling IRS/state agency notices and filings.
Role type
Senior IC Quality & Enablement Lead
Builds
Training curriculum, QA auditing processes, and skills improvement loops
Domain
Tax operations / Compliance
Required skills
End-to-end program building, QA process design, CSAT program management, Content design, Data trend analysis, Cross-functional partnership, Independent operation
Preferred skills
Payroll/tax/HR tech operations experience, Certification program design, Internal mobility testing design
Responsibilities
Design and maintain training curriculum and refresher courses, Audit case quality and track trends, Monitor CSAT and case-quality metrics to identify skill gaps, Maintain training completion records and partner with managers, Build quality programs to reduce client tax notices and escalations
Seniority
Senior, hands-on IC