Teams at Tax Relief Advocates

Audits live and recorded sales calls in Genesys, scores performance against quality and compliance standards, documents actionable findings, identifies agent and campaign trends, flags regulatory risks, and prepares QA reports for Sales Enablement. The role maintains audit records, supports rubric calibration and coaching initiatives, and protects sensitive consumer financial information while working onsite during sales-floor hours.

Leads financial operations covering billing, payment processing, reconciliations, refunds, chargebacks, merchant relationships, vendors, offshore teams, controls, reporting, and process automation. Oversees the Finance Manager, establishes KPIs and SLAs, improves operational scalability, resolves payment and billing issues, reduces financial leakage, and advises executive leadership on performance and process improvements.

Documents and analyzes end-to-end workflows across departments, facilitates process-mapping sessions, identifies bottlenecks and compliance risks, and recommends improvements. Creates process maps, SOPs, checklists, and job aids; defines success measures, tracks results, and supports implementation, training, and adoption. Partners with Operations, Compliance, Legal, and department leaders to reduce rework, improve cycle times, maintain quality, and meet regulatory requirements.