Quality Control Representative Nashville Tax Solutions Nashville Tax Solutions is seeking a detail-oriented, proactive Quality Control Representative to oversee client satisfaction, strengthen our online reputation, and hold our team accountable for quality work and consistent communication. This position requires a confident professional who can address difficult client situations, identify gaps in service, and follow through on corrective action. The ideal candidate combines excellent writing and problem-solving skills with experience in quality assurance, tax resolution, or professional services. Key Responsibilities Client Feedback and Complaint Resolution Monitor and respond to positive and negative client feedback professionally and promptly. Investigate complaints by reviewing service agreements, case notes, communication records, and work performed. Prepare accurate, well-documented responses to online reviews, Better Business Bureau complaints, and other consumer complaints while protecting client confidentiality. Work directly with clients and management to resolve concerns and follow through until issues are addressed. Identify recurring complaints and recommend changes that improve the client experience. Payment Disputes Investigate disputed payments and chargebacks, gathering supporting documentation and preparing clear responses. Coordinate with management and payment processors to meet response deadlines. Maintain organized records of disputes, supporting evidence, decisions, and outcomes. Identify opportunities to reduce disputes through clearer communication, documentation, and service delivery. Online Reputation Management Develop and manage a consistent process for requesting honest feedback and reviews from clients. Monitor online review platforms and respond to both positive and negative reviews. Track review volume, ratings, response times, and recurring feedback. Partner with staff and management to strengthen our reputation through responsive service and documented results. Case Monitoring and Staff Accountability Conduct regular file reviews to verify that cases are actively progressing and work is properly documented. Ensure clients receive regular updates, calls and messages are returned, and promised follow-up occurs. Monitor case deadlines, outstanding documents, assigned tasks, and unresolved issues. Verify that staff pursue appropriate tax resolution strategies and document progress toward resolution. Flag stalled cases, missed deadlines, incomplete work, and communication gaps; assign corrective actions and track completion. Confirm that case closures are supported by appropriate documentation and that clients understand the outcome and any remaining obligations. Report performance trends and service concerns to leadership and hold staff accountable to established standards. Procedures, Training, and Documentation Develop, document, and maintain standard operating procedures for case management, client communication, complaint handling, and quality control. Create and update training manuals, onboarding materials, checklists, and employee handbooks in coordination with management and appropriate HR or legal advisors. Train employees on company procedures and service expectations. Establish measurable quality standards and review processes that support consistent performance. Recommend and implement improvements as business needs and processes evolve. Qualifications Experience in quality control, client relations, complaint resolution, operations management, or a similar role. Tax resolution or tax preparation experience strongly preferred. Excellent written communication skills, including the ability to prepare professional complaint responses and dispute documentation. Strong organizational skills and the ability to manage multiple cases and deadlines. Ability to investigate concerns objectively, de-escalate difficult conversations, and exercise sound judgment. Confidence in addressing performance concerns and holding employees accountable respectfully and consistently. Experience developing procedures, training materials, or employee policies. Proficiency with CRM systems, case management software, and Microsoft Office. Commitment to confidentiality, accuracy, and ethical client service.

Preferred:

Enrolled Agent, CPA, tax attorney, or relevant tax resolution supervisory experience. What Success Looks Like Timely, thorough responses to client concerns and payment disputes. Consistent client communication and well-documented case progress. Fewer stalled files, missed follow-ups, and recurring service issues. Improved client satisfaction and a stronger online reputation. Clear procedures, effective training, and measurable staff accountability.

Pay:

$19.00 - $24.00 per hour Expected hours: 35.0 per week

Benefits:

401(k) 401(k) matching Ability to

Commute:

Fort Pierce, FL 34950 (Required)

Work Location:

In person