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. 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.