Quality & Enablement Lead, US Tax Operations

Own and build the end-to-end training framework across functional areas, including structured courses, refresher trainings, and internal mobility testing.

Run quality assurance program by auditing case quality, tracking trends, and converting findings into targeted training improvements.

Monitor CSAT and case-quality trends to identify skill gaps early and maintain training completion records partnering with managers to close gaps.

3-6 years of relevant experience including both content design and full program execution.

Proven track record of building and running quality or enablement programs end-to-end, beyond facilitating training sessions.

Experience with QA processes and CSAT or customer-experience programs in operations or customer support.

Work Experience Required: 3-6 years relevant experience (explicitly mentioned).

Experienced in building and running quality or enablement programs with end-to-end ownership in operations settings.

Comfortable working independently with strong organizational skills in a fast-moving environment.

Domain experience in payroll, tax, HR tech, or compliance-driven operations is a plus but not mandatory.