INTRO TO TAXRISE:
At TaxRise, our mission is simple yet impactful: to revolutionize the way taxpayers navigate their tax challenges. We believe in the power of lifting others up, and that's the driving force behind everything we do.
When you join us, you're not just becoming part of a company; you're joining a movement. We're a team that thrives on celebrating successes and making a genuine impact on people's lives. We're proud to be the fastest-growing company in our industry, and we're on the lookout for exceptional individuals to help us continue our journey of transformation.
If you're ready to bring your unique talents and innovative spirit to a company where your work truly matters, TaxRise is the place to be. Join us and be part of a team that’s reshaping the future of tax resolution.
ABOUT THE ROLE:
The Quality Assurance Agent will be responsible for auditing and evaluating customer service calls to ensure adherence to company procedures, call models, and proper note-taking practices. This role is critical in maintaining the quality and integrity of our customer interactions, ensuring that we deliver outstanding service and comply with all regulatory requirements.
WHAT YOU’LL DO:
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Call Monitoring: Listen to and review recorded customer service calls to assess adherence to company procedures, call models, and compliance standards.
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Quality Audits: Conduct regular audits of customer interactions, evaluating the performance of customer service representatives against established criteria.
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Partnering with Managers: Work closely with managers to ensure feedback and coaching based on call evaluations reaches the representatives, highlighting areas of excellence and opportunities for improvement.
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Documentation: Ensure accurate and thorough documentation of call evaluations, feedback, and any identified issues in the quality management system.
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Performance Metrics: Track and report on key performance indicators (KPIs) related to call quality, identifying trends and recommending corrective actions as needed.
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Continuous Improvement: Collaborate with the Quality Assurance Manager and other stakeholders to identify process improvements and implement best practices to enhance the overall quality of customer interactions.
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Compliance Monitoring: Ensure that all interactions comply with relevant regulations and company policies, taking appropriate action to address any deviations.
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Report directly to the Client Success Manager.
WHAT YOU’LL NEED TO HAVE:
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1 year experience in quality control or call monitoring role
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Strong analytical and listening skills with exceptional attention to detail.
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Exceptional interpersonal & communication skills
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Computer proficiency with the Microsoft Office and Google, as well as the ability to learn new applications.
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Proficiency in using call monitoring and quality management software.
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Ability to learn new products and systems.
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Working knowledge of Logics and Salesforce (preferred)
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Commitment to excellence and high standards
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Excellent written and oral communication skills
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Creative, flexible, and innovative team player
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Ability to work independently and as part of a team.
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Familiarity with tax relief services and regulatory requirements is preferred but not mandatory.
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High school diploma or equivalent; additional certification in quality management or a related field is a plus.
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We understand potential comes in many forms. Even if you don’t check every box, we still encourage you to apply; we consider all qualified candidates.
WHAT WE OFFER:
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Medical, Dental, and Vision Insurance after 60 days
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Paid Time Off (Vacation, Sick, Holidays)
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Wellness Days
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401(k) retirement plan
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Professional Development Program
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Access to on-site gym and gaming lounge
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Quarterly company outings
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Catered meals every Friday
PAY RANGE: $15.00 per hour + monthly bonus structure
The above-range represents TaxRise’s current good-faith pay scale for this role. TaxRise reserves the right to modify or update this range at any time.
At TaxRise, we’re proud to be an equal opportunity employer. We realize the key to creating a company with world-class culture and employee experience comes from who we hire and creating a workplace that celebrates everyone.
We provide equal employment opportunities (EEO) to all without regard to race, color, religion (including religious dress and grooming practices), sex (including pregnancy, childbirth and related medical conditions, breastfeeding, and conditions related to breastfeeding), gender, gender identity, gender expression, national origin, ancestry, age (40 or over), physical or medical disability, medical condition, marital status, registered domestic partner status, sexual orientation, genetic information, military and/or veteran status, or any other basis prohibited by applicable state or federal law.
TaxRise is also committed to ensuring equal opportunity in employment for qualified persons with disabilities. If you require any reasonable accommodation throughout the recruiting process, please let your recruiter know.