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Overview

We are seeking a dynamic and results-oriented Mid-Market Quality & Escalations Leader to join our growing team in Atlanta. This role is crucial in ensuring exceptional customer satisfaction and driving continuous improvement within our mid-market segment. The ideal candidate will be a strategic thinker with a strong operational background, capable of managing executive level escalations, analyzing quality data, and implementing effective solutions. You will be responsible for collaborating cross-functionally, and acting as a customer advocate to resolve complex issues and enhance the overall customer experience.

What you'll bring

• Minimum of 5+ years of experience in quality assurance, escalation management within a mid-market environment.● Proven track record of successfully managing customer escalations and driving customer satisfaction.● Strong analytical and problem-solving skills.● Excellent communication, interpersonal, and presentation skills.● Experience with CRM and quality monitoring tools.● Ability to lead and motivate a team.● Strong understanding of customer service best practices.● Experience with root cause analysis.● Ability to work in a fast-paced environment.● Experience with the technology sector is a plus.

Preferred Qualifications:

• Experience with Salesforce, Quickbase● Project Management experience.●Experience with Six Sigma or other quality methodologies.

•Experience or familiarity with CPA/Accounting Firms as customers

How you will lead

• Escalation Management:

• Serve as the primary Service Delivery point of contact for high-priority customer escalations within the mid-market segment.○ Investigate, analyze, and resolve complex customer issues in a timely and efficient manner.○ Develop and implement escalation processes and procedures to ensure consistent and effective resolution.○ Maintain detailed records of escalations, including root cause analysis and resolution steps.○ Communicate effectively with customers, internal teams, and executive leadership regarding escalation status and resolution.

• Quality Assurance & Improvement:

• Develop and implement quality monitoring programs to assess customer interactions and identify areas for improvement among our Customer Success Manager and Product Support teams.○ Establish and monitor key performance indicators (KPIs) related to quality and escalations.○ Partner with managers on expert development opportunities, skills and plans○ Analyze quality data and identify trends to proactively address potential issues.○ Collaborate with Enablement, Training, and Development teams to ensure agents are equipped with the necessary skills and knowledge.○ Drive continuous improvement initiatives to enhance customer satisfaction and operational efficiency.○ Create and maintain quality documentation, including scorecards, reports, and process flows.

• Collaboration:

• Collaborate with sales, support, product, and engineering teams to address customer needs and resolve issues.○ Act as a liaison between the customer and internal teams.○ Present findings and action plans to leadership.

• Customer Advocacy:

• Act as a strong advocate for the customer and experts, ensuring their voice is heard and their needs are met.○ Develop and maintain strong relationships with key mid-market customers.○ Identify and address customer pain points and proactively recommend solutions.○ Gather customer feedback and utilize it to influence our products and services roadmaps.

EOE AA M/F/Vet/Disability. Intuit will consider for employment qualified applicants with criminal histories in a manner consistent with requirements of local law.