Overview

The Level 1 Manager is responsible for leadership of a high-volume contact center team supporting tax processing operations, with a primary focus on driving measurable quality excellence. This role ensures that every customer interaction and tax-related process meets defined quality, accuracy, and compliance standards. The M1 embeds quality assurance into daily operations through structured auditing, data-driven coaching, and continuous performance management. While maintaining service levels and productivity, this leader ensures that quality is never compromised, especially during peak tax season. Key Responsibilities Directly manage, coach, and develop a team of experts in a high-volume tax environment with a strong emphasis on quality performance, accountability and corrective action to close quality gaps, leading a quality-first culture across all customer interactions and tax processing activities Lead a quality-first culture across all customer interactions and tax processing activities while ensuring strict adherence to tax regulations, internal policies, and data security standards Continuously monitor real-time performance dashboards to optimize SLA adherence, quality outcomes, and operational efficiency while tracking individual, team, and multi-team performance trends to identify risks, coach leaders, and drive timely corrective actions Partner with the AMZN Connect Lead to monitor and optimize expert productivity, ensuring productive hours consistently meet or exceed established thresholds and targets through performance tracking, coaching, and process improvements Perform live call monitoring and side-by-side evaluations, agent-level and team-level QA scorecards, to assess real-time adherence to quality standards and maintain tNPS and services recovery improvement over time In conjunction with M2s, lead and participate in semi-weekly QA calibration sessions to ensure scoring consistency and alignment while partnering with risk and QA teams to conduct process reviews and gap assessments Proactively monitor expert behavior and CX interaction to identify compliance behaviors that lead to immediate coaching and corrective actions Support the QA Remediation process by adhering to published standards. It is required to develop targeted quality improvement plans will result for individuals and teams below QA thresholds Reinforce expectations through rewards, recognition highlighting quality wins, and best practices to promote expert engagement and build a contact center culture Provide daily expert-level updates to the QA Lead, including items addressed, coaching completed, risks identified, and progress against improvement actions. Prioritize client facing and CX activities to ensure sufficient staffing to protect both customer experience and quality performance Manage experts' schedules to proactively reassign WIP as necessary Track and escalate items for management attention within defined SLAs Manage and continuously improve tNPS and SQS scores by monitoring performance metrics, identifying areas for enhancement, and implementing strategies that elevate customer satisfaction and service quality Qualifications 2+ years of contact center experience, preferably in tax processing or financial services 3+ years of people leadership experience Strong experience with quality assurance frameworks, auditing, and calibration practices Proven ability to coach to quality and improve audit outcomes Experience in high-volume or seasonal operations (tax season preferred) Familiarity with TurboTax or similar tax platforms is preferred Key Competencies Quality-first leadership with strong coaching and performance management. Data-driven problem solver with customer-focused, compliance-minded adaptability in fast-paced environments. Success Metrics Achieves and sustains targets Maintains strong accuracy, compliance, productivity, and schedule adherence Ensures consistent audit coverage, coaching completion, and performance improvement