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Quality & Enablement Lead, US Tax Operations

Rippling· Operations
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Hybrid (India)full-timePosted 1w ago

About the role

Quality & Enablement Lead responsible for building and running the end-to-end training framework, managing QA and CSAT-driven improvements, and ensuring staff skills keep pace with workload within US Tax Operations.

Responsibilities

  • Own and build the team's end-to-end training framework: structured courses and refresher trainings across each functional area, including a way for team members to test into a different function if they want to move.
  • Run the quality assurance program: auditing case quality, tracking trends, and turning findings into targeted refresher training rather than one-off fixes.
  • Monitor CSAT and case-quality trends to catch emerging skill gaps early, for example by building and rolling out a refresher course when a pattern of errors shows up in a given week's cases.
  • Maintain a clear, current record of who has and hasn't completed required training or certification, and partner with managers to close gaps.
  • Build and improve the quality programs that reduce the kinds of issues that lead to client tax notices or escalations in the first place.

Qualifications

  • A track record of building and running a quality or enablement program end-to-end, not just facilitating training sessions designed by someone else.
  • Experience with QA processes and CSAT or customer-experience programs in an operations or customer support environment.
  • 3-6 years of relevant experience, ideally spanning both content design and full program execution.
  • Strong organizational skills and the ability to operate independently in a fast-moving environment.

Skills

Required:End-to-end training program designQuality assurance programsCSAT / customer experience program management
Last updated Oct 21, 2026. Interested? Apply on the company site.
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