Lead, Quality Assurance & Operational Excellence

The Lead, Quality Assurance & Operational Excellence is responsible for conducting structured quality reviews and operational audits across Assisted Services to identify risks, process gaps, quality trends, and opportunities for continuous improvement.

 

The role evaluates service delivery against established standards and SOPs, analyzes recurring defects and operational trends, and partners with Service Delivery, Training, Knowledge Management, and Operations to translate quality insights into sustainable improvements.

The position is designed to make Quality Assurance a continuous-improvement function, not simply a scoring or compliance exercise.

 

 

Quality Reviews & Audits

• Design & conduct structured quality reviews of customer accounts, completed work, workflows, and service-delivery activities.
• Evaluate work against documented SOPs, policies, procedures, and defined quality standards.
• Document audit findings consistently and objectively.
• Identify defects, process deviations, recurring errors, and areas requiring follow-up.
• Maintain clear audit records and supporting evidence.
• Escalate material or recurring quality concerns through the appropriate operational channels.

Quality Standards & Governance

• Help establish consistent quality standards across Assisted Services.
• Develop and maintain audit checklists, review criteria, definitions, and documentation standards.
• Participate in calibration sessions to promote consistent application of quality standards.
• Identify situations where quality expectations or procedures are unclear and require additional definition.
• Partner with Knowledge Management to ensure audit criteria align with current SOPs.

Root Cause & Trend Analysis

• Analyze audit results to identify recurring patterns and operational risks.
• Distinguish isolated errors from systemic issues.
• Identify potential process, knowledge, training, workflow, or documentation gaps contributing to quality issues.
• Partner with operational stakeholders on root-cause analysis.
• Track whether implemented improvements reduce recurrence.

Continuous Improvement

• Convert quality findings into actionable improvement opportunities.
• Recommend changes to processes, SOPs, training, tools, or controls based on validated findings.
• Partner with Service Delivery on operational improvements.
• Partner with Knowledge Management when findings indicate unclear, missing, or outdated procedures.
• Partner with Training when findings indicate knowledge or skill gaps.
• Monitor outcomes following corrective actions to determine whether issues persist.

Quality Reporting & Insights

• Maintain quality reporting and dashboards.
• Summarize key findings, themes, risks, and improvement opportunities for leadership.
• Track recurring defects and rework.
• Identify emerging quality trends requiring intervention.
• Provide actionable insights rather than simply reporting audit results.
• Support leadership reviews of service quality and operational excellence.

Coaching & Enablement Feedback

• Identify training and operational coaching opportunities surfaced through audits.
• Provide clear evidence and context to operational leaders.
• Identify recurring development themes across associates or workflows.
• Partner with Training to recommend targeted learning interventions.
• Partner with Knowledge Management when the underlying issue is documentation rather than skill.
• Recognize positive practices that can be standardized or shared.

• Bachelor's degree in Business Administration, Organizational Development, Education, Operations Management, or a related field, or equivalent combination of education and experience
• 2+ years of experience in operations, enablement, training, quality, program management, organizational effectiveness, or a related field
• Experience leading cross-functional initiatives involving operational change, process improvement, training, or business transformation
• Experience supporting customer-facing service organizations, financial services, payroll, bookkeeping, or professional services environments preferred

• Experience in quality assurance, bookkeeping, payroll, accounting operations, service delivery, audit, or operational excellence
• Strong understanding of process adherence and quality controls
• Ability to analyze operational work objectively and consistently
• Strong analytical and problem-solving skills
• Experience identifying root causes and recommending corrective actions
• Strong written communication and documentation skills
• Ability to translate detailed findings into clear business insights
• Strong stakeholder-management skills
• High attention to detail balanced with an ability to recognize broader patterns
• Experience with continuous-improvement methodologies would be an asset
• Experience supporting bookkeeping, payroll, accounting, financial services, or small-business services would be a strong asset

The pay range for this position is listed below. Local minimum wage laws apply. This information is posted pursuant to local requirements to provide applicants with information about what they might be eligible to receive. Individual pay decisions will depend on job-related factors such as experience, education, skill, performance, and geographic location where work will be performed. Successful candidates may be able to participate in one or more incentive compensation or short-term incentive plans, which could generate additional earnings in accordance with the terms of each plan. Qualifying associates can enroll themselves and/or their eligible dependents in medical and prescription drug coverage; can participate in the H&R Block Retirement Savings Plan (401(k) Plan), the Employee Assistance Program, (virtual) fitness center programs, and the associate discount program; are automatically enrolled in Business Travel Accident Insurance; and receive Associate Tax Prep benefit.

$62,800.00 - $94,200.00/Yr.