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Job Details

2019-13538

QuickBooks Live Quality Standards Specialist

Location(s): Tucson, Boise, Mountain View
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"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Conrad Intuit employee
"Working at Intuit is satisfying because our goal is not to get customers to spend as much time on our products. We want to make their financial lives easier whether it's filling out taxes or helping small businesses operate. It's a great combination of experimenting with new technology while also staying close to tangible problems for real people."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
Photo of Natalie
Natalie Intuit employee
"I really felt drawn to Intuit because it's a place where I feel like I can make super meaningful impact on customers’ lives and their day-to-day. Finances are tricky and it’s emotional and stressful, and if I can help lift that burden off of someone, I feel like it’s worth it."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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Heather Intuit employee
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Troy at work
Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Alexandria Intuit employee
"Our goal at Intuit is to solve challenging financial problems for millions of people. It’s satisfying to design awesome solutions knowing that you’re helping people around the world achieve their dreams of prosperity."
Emily at work
Emily Intuit employee
"One of the things that stands out about Intuit is the impact that we have on our customers. Whether it's helping them yearly with their taxes or every day with their finances, it is truly satisfying to know that we’re using our resources and knowledge to power prosperity for millions of people around the world."
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"One of my favorite aspects of this role is that my work is helping small business owners achieve their business goals by solving complex financial problems. It's gratifying to know that the work that I'm doing directly impacts consumers and makes their lives easier so that they can focus their energy on growing their business."
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Troy Intuit employee
"At Intuit, we have the unique opportunity to empower millions of communities around the world by helping small business owners, individuals, and the self-employed succeed and accomplish their dreams of prosperity. There’s nothing else like it."
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Carl Intuit employee
"I know that as a product manager at Intuit, my impact matters. Our products support millions of small businesses and individuals around the globe with their finances, delivering more money and fueling the success of real people."

Join our mission

Intuit is a mission-driven, global financial platform company that gives everyone the opportunity to prosper. With products like TurboTax, QuickBooks and Mint, we’re using technology to build solutions to challenging financial problems for millions of people around the world.

Overview

Come and join the QuickBooks Live team as a Quality Specialist helping our QuickBooks Live customers get their books done right with a certified expert bookkeeper

QuickBooks Live is at the leading edge of using digital services to power the prosperity of small businesses and the self-employed around the world. Our US Bookkeeping service was launched earlier this year and provides bookkeeping services to small businesses to help provide complete confidence in their business’ financial accounts. 

In this new role on this rapidly-growing team, you will build out a robust quality program that enables the QuickBooks Live team to deliver the highest-quality bookkeeping services at scale. Working from the customer’s perspective you will ensure that QuickBooks Live is combining people and technology to deliver an end-to-end experience that inspires our customers’ confidence in their business’ financial accounts.

This is a great role for a data-driven leader who has exceptional quality background with strong leadership skills. The ideal candidate will have led quality programs in a very fast-growing business. Your skill in building buy-in cross-functionally and driving operational improvement via quality initiatives has probably inspired outstanding service delivery before. Knowledge of the QuickBooks online accounting platform will enable you to get up-to-speed quickly in this role as we use our own software to deliver our bookkeeping service.

What you'll bring

●       3-5 years leading successful quality programs in a growing business, ideally in a regulated environment

●       Deep understanding of quality program design, implementation, delivery methods and processes ideally in technology and service delivery

●       Outstanding ability to analyze existing programs for gaps and improvement opportunities, and then develop and implement strategies to drive clear business impact

●       Deep understanding of accounting and bookkeeping, ideally gained in a large, virtual accounting practice

●       Experience working directly with product and/or service delivery teams to monitor and drive performance improvements

●       Critical thinking that supports your ability to establish and communicate the ‘what’ and ‘why’ of bookkeeping processes to both highly knowledgeable bookkeepers and less knowledgeable business and engineering teams.

●       Excellent verbal and written communication skills that allow you to engage professionally, respectfully and clearly with others

●       Self starter who can work independently interact frequently with senior management to help set strategic guidance - you will be the first member of this team and the owner of the quality program

●       Strong customer orientation and passion for delivering high-quality standards

●       Bachelor’s degree with statistical component or equivalent work experience required; MBA or other science or data driven Master's Degree preferred

 

How you will lead

Quality Management

●       Working with the leadership team to establish a practical, trusted, scalable, well-rounded quality management program (including defining what will be measured and tracked, how often, and how)

●       Understanding and driving alignment around the key performance metrics that drive the QuickBooks Live bookkeeping service

●       Monitoring performance of quality to ensure effectiveness and efficiency

Quality Improvement

●       Develop customer focused improvements to QB Live US Bookkeeping service quality and identify and help prioritize new initiatives to deliver customer confidence in the processes of managing their financial accounts.

●       Incorporate retrospective review of bookkeeping quality to include performance tracking and analysis, effective controls.

●       Provide advanced statistical analysis for business leaders and platform partners as required. In addition, provide basic and advanced measurement approaches and mechanisms to ensure we are managing quality and producing the designed results

●       Contribute to root cause analysis on quality failures in service delivery

Partnership/Collaboration

●       Strong, proactive operational partnership with Service Delivery and other Expert Network partners to understand and respond to all quality issues in QB Live US Bookkeeping operations.

●       Work with US Bookkeeping Service Design team (Standards Specialist and Workflow and Process Specialist, Service Design Lead) to measuring performance against quality requirements

●       Partner with Customer Success Operations and Business Intelligence to organize, lead, and facilitate operations for US Bookkeeping services where quality is ‘built-in’ rather than ‘bolted on’

●       Collaborates with segment and platform product and engineering teams to improve performance and product quality

●       Working with Analytics and Reporting to provide actionable, accurate insights to drive improvements in bookkeeper performance and customer experiences

●       The sharing of lessons learned and quality best practices with others throughout Intuit and other service teams when appropriate

Coaching/Mentoring

●       Provide thought leadership in the area of quality programs, operational excellence, continuous improvement

●       Provide insights and expertise to teams in QB Live in quality measurement, improvement, tools, and techniques

●       Understanding and driving alignment around the key performance metrics that drive the QuickBooks Live bookkeeping service

●       Continuously benchmarking against new and existing quality methodologies, tools and processes to drive QB Live capabilities

Cultural/Leadership

●       Always take and advocate boldly for a customer-focused view of performance requirements

●       Proactively and positively engage with stakeholders to build strong relationships and implement change

●       Operate transparently, collaboratively and directly within a large-scale, fast-moving complex organization to calibrate strengths and weaknesses in quality.

Be part of a world-class culture

Our culture

We know that innovation thrives in an inclusive environment. We want employees with a wide range of life experiences to bring new ideas and perspectives to the table.

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Our values

Our values are central to our culture. They’ve been our guiding star since our founding and have allowed us to thrive as we work on behalf of our 50 million customers.

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Benefits we offer

People who give their best deserve the best in return. We offer rewards that include everything you’d expect, and even more that you wouldn’t. Enjoy the best in class perks and benefits at Intuit.

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Fortune 100 Best Companies to Work For

Our culture and entrepreneurial spirit have earned us a spot on “Best Companies to Work For” lists year after year. Join us in our mission to power prosperity around the world.

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.