Quality Assurance (QA) Specialist - Tax Resolution Industry
$22 - $25 per hourFull-time
American Tax Defense
Quality Assurance (QA) Specialist – Tax Resolution Industry
Company: American Tax Defense
Location: Santa Ana, California
Employment Type: Full-Time In Office
Department: Operations / Compliance / Quality Assurance
About Us
American Tax Defense is a fast-growing tax resolution firm dedicated to helping individuals and businesses resolve IRS and state tax issues with integrity, professionalism, and outstanding client care. We are seeking an experienced and detail-oriented Quality Assurance (QA) Specialist with tax resolution industry experience to help maintain operational excellence, compliance, and client satisfaction across our organization.
Position Overview
The Quality Assurance Specialist will monitor, review, and evaluate sales and case management interactions to ensure compliance, professionalism, accuracy, and adherence to company standards. This role plays a critical part in improving client experience, reducing escalations, and supporting continuous training and operational growth.
Responsibilities:
- Review inbound and outbound sales calls for compliance and quality assurance purpose.
- Monitor tax case manager interactions and client communication quality.
- Ensure adherence to IRS compliance guidelines and company policies.
- Audit client files for accuracy, completeness, and proper documentation.
- Identify trends, recurring issues, and areas needing improvement.
- Provide coaching feedback to sales representatives and case managers.
- Assist with training development and quality improvement initiatives.
- Track QA scores, KPIs, and performance metrics.
- Work closely with management to improve workflows and customer retention.
- Report compliance concerns and operational risks to leadership.
- Maintain confidentiality of sensitive client information.
Qualifications:
- Minimum 2 years of experience in the tax relief / tax resolution industry.
- Previous Quality Assurance or Compliance experience is a plus.
- Strong understanding of IRS tax resolution programs including:
- Offer in Compromise (OIC).
- Installment Agreements.
- Currently Non-Collectible (CNC).
- Penalty Abatement.
- Experience reviewing sales calls and client files.
- Strong communication and coaching skills.
- Exceptional attention to detail and organization.
- Ability to work in a fast-paced, high-volume environment.
- Familiarity with CRM systems and call monitoring platforms.
- Proficient in Microsoft Office and Google Workspace.
Preferred Qualifications:
- Experience in call center quality assurance.
- Knowledge of TCPA and consumer compliance standards.
- Experience with tax resolution CRMs and dialer systems.
- Bilingual is a plus.
What We Offer:
- Competitive pay based on experience.
- Growth opportunities within a rapidly expanding company.
- Supportive and energetic work environment.
- Paid training and ongoing development.
- Sick pay, Holiday pay.
- Modern office environment in Santa Ana.
Vacancy posted 29 days ago
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