Role Overview:

As a Senior Specialist, QA - Accounting Solutions, you excel in taking on complex accounting projects with a diverse set of stakeholders. You are self motivated, with the ability to work autonomously. You know how to balance multiple tasks and follow processes. You are a troubleshooter, can spot when there is a problem, and take steps to resolve the issue. You are a curious learner who has the desire to improve your software aptitude. You are well spoken with an eagerness to champion our service professionals (our Pros). You will assist in contacting our Pros to assist in any proactive or reactive issues that may arise.

Our team is passionate, empathetic, hard working, and above all else focused on improving the lives of our Pros. Our success is their success.

What you do each day:

• Develop and deliver coaching sessions tailored to the specific needs of accounting solutions representatives, focusing on areas such as customer service, technical skills, and compliance standards
• Continuously monitor the quality of accounting support and onboarding interactions through regular QA evaluations, identifying areas for improvement and implementing corrective actions as needed
• Analyze QA data to identify trends and patterns in accounting support performance, providing valuable insights to management for strategic decision-making
• Maintain operations by tracking, documenting, and reporting quality levels and KPIs
• Investigate reports of accounting quality issues and ensure resolution in accordance with company guidelines
• Communicate QA findings, coaching recommendations, and best practices effectively to accounting representatives through various channels, such as team meetings, one-on-one sessions, and written reports
• Monitor risk-management procedures, maintain problem logs, and report issues to managers and product developers
• Assist the team in improving onboarding and support processes
• Collect and analyze data concerning customer and rep behavior behavior to understand changing needs

Qualifications:

• 1+ year experience in administrative work or data input
• Bachelor’s degree or equivalent experience preferred
• Fluent in English (written and verbal)
• Able to work standard hours for a US time zone
• Proven track record of experience exceeding customer success metrics
• 2+ years of work experience in the accounting or bookkeeping industry
• Experience as a consultant and developing relationships with new customers
• Knowledge of and established relationships within a relevant industry is preferred
• Proficiency in Excel required (imports, exports and data formatting)
• Established credibility with service professionals from HVAC, plumbing, electrical, carpet cleaning and/or maid specialties preferred
• CRM experience is a plus
• QA experience preferred
• What will help you succeed in this role:
• Ability to follow specific directions while adapting to any changes
• A desire to be a leader with an interest in growth
• Thirst for personal development and improvement
• Strong communication skills with the ability to understand customer needs

Founded in 2013, Housecall Pro helps home service professionals (Pros) streamline every aspect of their business. With easy-to-use tools for scheduling, dispatching, payments, and more, Housecall Pro enables Pros to save time, grow profitably, and provide best-in-class service.

Housecall Pro’s brand portfolio includes CONQUER, a business coaching solution for home services businesses. Our brands are united by a singular mission to champion our Pros to success.

We support more than 25,000 businesses and have over 1,000 ambitious, mission-driven, genuinely fun-loving employees across the United States and all over the world. If you want to do work that impacts real people, supported by a team that will invest in you every step of the way, we’d love to hear from you.

Housecall Pro celebrates diversity and we are committed to creating an inclusive environment. We are an equal opportunity employer and do not discriminate on the basis of gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. #LI-remote

Location Dependent Information
This role is open to candidates and the expected salary range for this role is $16,000-$18,900 USD. The specific salary for the successful candidate will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This is a full time contract role.