Sr. Manager - Quality Assurance

What You'll Do

As a Senior Quality Manager for Tax Compliance Operations & Support, you will lead the quality assurance efforts across Avalara's tax compliance operations and customer support functions. This role is central to ensuring that Avalara's tax services not only meet rigorous compliance standards but also deliver exceptional support experiences. By overseeing quality standards across both compliance operations and support, you'll help drive continuous improvements, regulatory adherence, and customer satisfaction.

What You’ll Need To Be Successful

• Quality Assurance in Tax Compliance Operations: Define and implement robust quality assurance frameworks specific to tax compliance. You will develop and monitor processes to ensure compliance with regulatory standards, improving both the accuracy and efficiency of tax processing.
• Quality Oversight for Customer Support: Establish and maintain quality standards within customer support operations to ensure a high level of service consistency and customer satisfaction. This includes analyzing support metrics, enhancing response processes, and training teams on best practices.
• Team Leadership and Development: Lead and support cross-functional quality assurance and customer support teams, fostering a culture of continuous improvement. Provide coaching, facilitate professional development, and manage performance metrics to ensure excellence in compliance and support functions.
• Regulatory Compliance and Risk Management: Ensure all tax compliance and support activities adhere to relevant regulatory requirements. Stay informed on regulatory changes and work closely with legal, compliance, and tax research teams to proactively address any compliance risks and mitigate potential issues.
• Quality Metrics and Reporting: Develop, monitor, and analyze key performance indicators (KPIs) for both compliance and support functions. Prepare regular quality reports, identify improvement areas, and lead the implementation of actions to enhance performance across operations and support.
• Cross-Functional Collaboration: Work closely with other departments, including Product, Tax Research, Customer Success, and Legal, to align on quality objectives, resolve quality-related issues, and streamline processes that impact both tax compliance and support services.
• Training and Best Practices Implementation: Design and deliver training programs to elevate quality standards across tax compliance and customer support teams. Develop resources on regulatory adherence, quality metrics, and customer service best practices, empowering teams to handle complex scenarios with confidence.
  
  

How We’ll Take Care Of You

Total Rewards

In addition to a great compensation package, paid time off, and paid parental leave, many Avalara employees are eligible for bonuses.

Health & Wellness

Benefits vary by location but generally include private medical, life, and disability insurance.

Inclusive culture and diversity

Avalara strongly supports diversity, equity, and inclusion, and is committed to integrating them into our business practices and our organizational culture. We also have a total of 8 employee-run resource groups, each with senior leadership and exec sponsorship.

Learn more about our benefits by region here: Avalara North America

What You Need To Know About Avalara

We’re Avalara. We’re defining the relationship between tax and tech. We’ve already built an industry-leading cloud compliance platform, processing nearly 40 billion customer API calls and over 5 million tax returns a year. Last year, we became a billion-dollar business, and our tribe expanded by a cool thousand people - there’s nearly 5,000 of us now. Our growth is real, and we’re not slowing down - not until we’ve achieved our mission - to be part of every transaction in the world.

We’re bright, innovative and disruptive, like the orange we love to wear. It captures our quirky spirit and optimistic mindset. It shows off the culture we’ve designed, that empowers our people to win. Ownership and achievement go hand in hand here. We instill passion in our people through the trust we place in them. We’ve been different from day one. Join us, and your career will be too.

We’re An Equal Opportunity Employer

Supporting diversity and inclusion is a cornerstone of our company — we don’t want people to fit into our culture, but to enrich it. All qualified candidates will receive consideration for employment without regard to race, color, creed, religion, age, gender, national orientation, disability, sexual orientation, US Veteran status, or any other factor protected by law. If you require any reasonable adjustments during the recruitment process, please let us know.