Quality Control Representative

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