As a Senior Quality Manager for Tax Compliance Operations & Support, you will lead the quality assurance efforts across Avalara's tax compliance operations and customer support functions. This role is central to ensuring that Avalara's tax services not only meet rigorous compliance standards but also deliver exceptional support experiences. By overseeing quality standards across both compliance operations and support, you'll help drive continuous improvements, regulatory adherence, and customer satisfaction.
- Quality Assurance in Tax Compliance Operations: Define and implement robust quality assurance frameworks specific to tax compliance. You will develop and monitor processes to ensure compliance with regulatory standards, improving both the accuracy and efficiency of tax processing.
- Quality Oversight for Customer Support: Establish and maintain quality standards within customer support operations to ensure a high level of service consistency and customer satisfaction. This includes analyzing support metrics, enhancing response processes, and training teams on best practices.
- Team Leadership and Development: Lead and support cross-functional quality assurance and customer support teams, fostering a culture of continuous improvement. Provide coaching, facilitate professional development, and manage performance metrics to ensure excellence in compliance and support functions.
- Regulatory Compliance and Risk Management: Ensure all tax compliance and support activities adhere to relevant regulatory requirements. Stay informed on regulatory changes and work closely with legal, compliance, and tax research teams to proactively address any compliance risks and mitigate potential issues.
- Quality Metrics and Reporting: Develop, monitor, and analyze key performance indicators (KPIs) for both compliance and support functions. Prepare regular quality reports, identify improvement areas, and lead the implementation of actions to enhance performance across operations and support.
- Cross-Functional Collaboration: Work closely with other departments, including Product, Tax Research, Customer Success, and Legal, to align on quality objectives, resolve quality-related issues, and streamline processes that impact both tax compliance and support services.
- Training and Best Practices Implementation: Design and deliver training programs to elevate quality standards across tax compliance and customer support teams. Develop resources on regulatory adherence, quality metrics, and customer service best practices, empowering teams to handle complex scenarios with confidence.
