Quality
Emily Elniny
Emily Elniny is Quality Assurance Manager at Sigma Tax Pro, where she leads the QA team responsible for the quality of the experience clients actually receive. Her focus is the standard of every interaction a tax office has with the company: whether the answer was correct, whether it was clear, whether it arrived quickly enough to matter, and whether the person on the other end came away more confident than before they called.
That means reviewing client interactions against a consistent standard, finding the points where a process is making things harder than they need to be, and coaching the team toward service that earns a renewal rather than simply closing a ticket. During filing season, when volume is at its highest and patience is at its thinnest, holding that line is much of what separates an office that comes back next year from one that quietly leaves.
Emily came up through Sigma Tax Pro's own technology team, working as an IT Specialist before moving into quality assurance, so she understands the systems behind the answers her team gives.
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