29 applicants

Company

Drake Software · 2 days ago

Custom Care QA Specialist - Xpert Assist

United States

Full-time

Remote

Mid Level

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Responsibilities

Evaluate Customer Interactions: Monitor and assess customer care interactions across various channels (phone, email, chat) to ensure they meet established quality standards.

Score Consistency: Maintain scoring variance accuracy by actively participating in calibration sessions to align evaluation standards across teams.

Develop QA Tools: Create and maintain QA scorecards to ensure evaluations are consistent, fair, and reflective of company expectations.

Provide Feedback: Deliver detailed, actionable feedback to customer care representatives to foster professional growth and improve service quality.

Identify Training Needs: Analyze QA results to identify knowledge or skill gaps, collaborating with trainers to develop targeted training programs.

Analyze Trends: Track and analyze QA trends, sharing insights with leadership to inform strategies for improving overall customer care performance.

Collaborate with Leadership: Partner with team leads and managers to create and implement initiatives that enhance customer satisfaction and drive performance improvements.

Stay Informed: Keep current with company policies, procedures, and product knowledge to ensure evaluations are accurate and relevant.

Enhance Processes: Continuously refine QA processes and recommend improvements to tools and methodologies for better efficiency and effectiveness.

Knowledge Base Contributions: Collaborate with knowledge base contributors to update and refine internal documentation as needed.

Professionalism: Foster a positive and collaborative work environment, inspiring peers with a commitment to excellence and teamwork.

Adaptability: Embrace and respond effectively to changes in the position, company, or business environment.

Additional Duties: Perform other job-related duties as assigned to meet company objectives.

Qualification

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CPA LicenseCustomer Care ExperienceQuality Assurance ExperienceConstructive FeedbackQA Software FamiliarityMicrosoft Office SuiteTaxAct Experience

Required

CPA License or EA Credential Required for this role.

Proven experience in customer care or quality assurance, preferably in a contact center environment.

Strong analytical skills with the ability to identify trends and provide data-driven recommendations.

Excellent verbal and written communication skills.

Ability to provide constructive feedback in a professional and supportive manner.

High attention to detail and organizational skills.

Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) or equivalent tools.

Preferred

Familiarity with QA software and tools (e.g., Virtual Observer, or similar)

Experience with TaxAct products and services

Company

Drake Software

Drake Software is a complete professional tax preparation program for federal and state returns, business and individual. It is a sub-organization of Cinven.

Founded in 1977