Recruit, onboard, and manage a high-volume U.S.-based remote workforce
With top-tier quality and predictable delivery.
Client: Intuit
Program: TurboTax Live (remote tax & accounting workforce)
Scale: 5X increase since pilot; JDA responsible for 50%+ of total volume among four partners
Quality: Highest tNPS over time among all partners; third straight year exceeding accuracy goals by 20%+
Challenge:
A surge in demand required Intuit to rapidly scale a qualified U.S.-based remote workforce while maintaining compliance, service quality, and operational excellence.
Intuit needed a partner that could recruit at volume, deliver seamless training and management support, and keep costs efficient as the program expanded.
What we did:
- Built and scaled a recruiting pipeline optimized for high-volume, U.S.-based remote hiring.
- Standardized onboarding and training to accelerate time-to-readiness while protecting accuracy and compliance requirements.
- Delivered day-to-day workforce operations: scheduling, performance coaching, QA, and program reporting.
- Expanded scope as demand grew – now managing more than three times the initial advisor population.
Impact:
- Accuracy: Third straight year of exceeding accuracy goals by 20%+.
- Scale: JDA responsible for 50%+ of total volume (among four partners).
- People outcomes: Highest tNPS over time among all partners.
- Program growth: 5X increase in tax and accounting teams since the pilot.
Why it worked
- A repeatable ramp model that balances speed with quality controls.
- Operational governance that keeps training, QA, and performance management consistent across growth cycles.
- A flexible resourcing approach that supports tax-season peaks without long-term overhead.
- Tight alignment to Intuit benchmarks and continuous improvement routines.