Head of Quality - National Office

Service Delivery Oversight: Evaluate whether service delivery processes support effective, efficient, and consistent delivery of high-quality client work, including appropriate use of outsourcing, white label, or offshore resources where applicable, while monitoring customer survey insights, deliverable review results, and recurring themes to ensure client-facing work meets Firm quality expectations. Driving Quality Initiatives: Maintain and report results of quality initiatives and development programs including engagement team member skills evaluation, the Firm's quality rating process, engagement team audits, root cause analysis, policy and template development, client acceptance / reacceptance process and related client risk ratings, and training programs for quality related initiatives.

This role serves as the Firm's senior leader responsible for quality, risk management, and continuous improvement. This leader establishes the strategic vision for quality across the organization and ensures that governance, policies, controls, and operational processes support the consistent delivery of exceptional client service and high-quality professional work. Through oversight of quality monitoring programs, root cause analyses, quality related training and development initiatives, client risk management processes, and National Office operations, this leader drives a culture of excellence, accountability, and continuous improvement. This leader partners with Firm leadership to identify risks, strengthen service delivery capabilities, enhance operational effectiveness, and ensure the Firm maintains industry-leading quality standards while supporting sustainable growth and long-term client success.

Responsibilities:  

• Delivering High-Quality Customer Deliverables: Collaborate with the customer experience team to ensure data insights received through customer surveys, identified market needs, and growth objectives align to provide a high-quality product.
• High-Quality Service Delivery: Ensure that client service delivery is effective and efficient through establishing processes that support high-quality service delivery, evaluating white label / outsourcing needs for each segment, and determining needs for any offshoring considerations.

• Provide Training and Development: In connection with the Direct Entry Leadership and Path to Partner programs, develop content and provide ongoing training to support the education of the Firm’s leaders on providing a high-quality deliverable. Develop and execute other training programs for quality related initiatives as deemed necessary.
• Maintain Quality Governance: In accordance with the strategic vision of the Firm establish governance, controls, and policies to ensure the Firm’s product is best in class.
• Driving Quality Initiatives: Maintain and report results of quality initiatives and development programs including engagement team member skills evaluation, the Firm's quality rating process, engagement team audits, root cause analysis, policy and template development, client acceptance / reacceptance process and related client risk ratings, and training programs for quality related initiatives. Identify areas for continuous improvement, recommend and implement new initiatives as needed.
• National Office Oversight: Oversight of the National Office and Firm quality control function. Oversight of the National Office to also include ongoing cost evaluation of the National Office team to ensure this department operates as a profit center.
• Technical QC / SME Review: Perform technical QC / SME review of various projects to support technical accounting, financial reporting, accounting and audit support, and related deliverables which align with subject matter expertise.
• Client Feedback and Market Insights: Take a minimum of 5 meetings per week with clients through NPS outreach and follow up with auditors, and other thought leaders in the market to gain insights on trends impacting service delivery process at the firm.
• National Office Performance and Cost Effectiveness: Track National Office service levels, responsiveness, utilization, cost management, and contribution to the Firm’s quality control function.
• Quality Rating Performance: Track firm quality rating results across team members, service lines, and segments to identify trends, improvement areas, and progress against quality goals.
• Root Cause Analysis Completion and Effectiveness: Monitor the timely completion of root cause analyses and evaluate whether corrective actions reduce recurring quality issues.
• Policy and Template Adoption: Assess adoption, consistency, and compliance with quality policies, templates, and governance standards across the Firm.
• Service Delivery Oversight: Evaluate whether service delivery processes support effective, efficient, and consistent delivery of high-quality client work, including appropriate use of outsourcing, white label, or offshore resources where applicable, while monitoring customer survey insights, deliverable review results, and recurring themes to ensure client-facing work meets Firm quality expectations.

 Qualifications: 

• Ten plus years of professional experience building and establishing quality related process driven solutions, preferably in professional services firm. 
• CPA license is required.
• Experience leading quality improvement initiatives that are collaborative, results-oriented and data-driven. 
• Experience building and leading successful teams.
• Ability to provide mentorship and guidance to staff at all levels.
• Bachelor's degree in business administration or a related field. 
• Attention to detail and well organized; ability to analyze results and develop process driven solutions. 
• Excellent knowledge of MS Office (particularly Word, PowerPoint and Excel), 
• Excellent communication and people skills.