Drake Software · 4 hours ago
Call Quality Analyst – Xpert Assist (CPA/EA Required)
United States
Full-time
Remote
Mid LevelDrake Software is part of the Taxwell family, focused on helping everyday Americans maximize their tax refunds through innovative software solutions. The Call Quality Analyst role is crucial in ensuring exceptional customer experiences by evaluating customer interactions and collaborating with team members to uphold service standards.
AccountingSoftware
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 management
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
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) is a plus
Experience with TaxAct products and services is a plus
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
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Jennifer Dills, CPA
Chief Financial Officer
Willa Kalaidjian
Chief Legal Officer and General Counsel
Recent News
2025-09-17
2025-03-31
Company data provided by crunchbase