The 1-800Accountant.com mission is to become the primary way that people and businesses communicate about Tax Accounting and Entity formation needs. 

The Quality Assurance Analyst is responsible for assessing the quality of the performance of our Appointment Setters, Inside Sales Representatives, and Accountants who handles our existing and potential customers. This role will be reporting to the Quality Assurance Manager.

Quality Assurance Analysts will monitor inbound and outbound call responses to assess representative's demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to improve the overall 1-800Accountant customer experience.

Who we are at 1-800 Accountant:

At 1-800 Accountant, we believe in using business as a force for good. We are defining a new accounting services model to help business owners navigate the new economy. We combine technology with a dedicated accountant to serve the needs of start-ups, entrepreneurs and small businesses by providing extraordinary service at an affordable price. Our team helps business owners focus on the passion they have for their business while helping them with their accounting and tax needs by creating a collaborative effort to help their business thrive.

What does the Job Entail?

• Participates in the execution of call monitoring formats and quality standards
• Performs call monitoring and provides trend data to the site management team
• Uses quality monitoring data management system to compile and track performance at the team and individual level
• Provides actionable data to various internal support groups as needed
• Provides feedback to team leaders and managers
• Perform other duties as assigned

Requirements:

• 2 years Quality Assurance Experience
• Experience with Google Docs and Sheets is required
• Excellent verbal, written and interpersonal communication skills
• Must be a self-motivator and self-starter
• Strong focus on quality and customer experience
• Exceptional listening and analytical skills
• Solid time management skills
• Must be able to effectively interact with people at all levels inside of the organization
• Creative ability & writing proficiency
• Ability to multitask and successfully operate in a fast-paced, team environment
• Must adapt well to change and successfully set and adjust priorities as needed

Preferred Qualifications:

• Salesforce experience preferred 

Why Join Us? 

• We’ve worked diligently to create an energetic, high-achieving, and zero-ego team culture that is truly unlike anywhere else––you can feel the positive energy from your first interview
• Good ideas can come from anywhere, and we’ve created a work environment to facilitate hyper-collaboration and inspiration-sharing
• We value employee engagement and teamwork as a critical component to our business
• Our goal is to nurture internal talent and create opportunities for growth and promotion, and we firmly believe that when one team member succeeds, we all succeed

Benefits:

• Medical, Dental, Vision, FSA
• 401K with employer match
• Work with the country’s largest virtual accounting firm
• Work with cutting edge technology
• Join an engaging community of like-minded individuals

Diversity

1-800Accountant is an equal opportunity employer and makes employment decisions on the basis of merit. 1-800Accountant’s policy prohibits unlawful discrimination based on race, color, religious creed, sex, gender identity, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), sexual orientation, pregnancy, or any other consideration made unlawful by federal, state, or local laws. It also prohibits discrimination based on a perception that anyone has any of those characteristics, or is associated with a person who has or is perceived as having any of those characteristics. All such discrimination is unlawful.