About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

About The Role

Gusto is looking for a highly skilled and motivated Quality Assurance (QA) Analyst. In this role, you will play a key role in analyzing, monitoring, and ensuring the highest standards of customer experience, while providing actionable insights that influence strategic decision-making across the CX organization. This is a unique opportunity to be at the forefront of showcasing the impact of our Quality Assurance program, using AI and cutting-edge systems to drive key, business-critical outcomes. Your contributions will be vital in improving service delivery and enhancing the customer experience.

About The Team

You will be empowered to explore innovative approaches, including AI-driven insights, to optimize the service experience. This role is ideal for someone passionate about using technology and data to elevate quality and create meaningful, incremental improvements. If you are excited about shaping the future of quality assurance and demonstrating the power of AI-driven solutions, we would love to hear from you!

Here’s What You’ll Do Day-to-day

Quality Monitoring and Analysis: Analyze customer support interactions, feedback and data to identify areas for improvement in service delivery.
Quality Assurance Process Optimization: Assist in the development and refinement of current and/or future quality rubrics, as well as demonstrating the rubric's correlation with business outcomes such as customer sentiment, time to resolution, repeat contact rate and other KPIs
AI-Driven Insights and Innovation: Leverage AI and advanced technologies to drive quality improvements and optimize the customer experience. Explore innovative AI-driven approaches to gather actionable insights that enhance the overall service experience.
Collaboration and Cross-functional Support: Work closely with the Quality team, leadership, and other cross-functional teams to drive quality initiatives. Provide guidance and support to team members regarding quality standards, tools, and processes.
Data-Driven Decision Making: Use data and analytics to inform and support strategic decision-making. Provide actionable insights that can be used to optimize service delivery and customer satisfaction.
Reporting and Documentation: Create detailed reports on QA findings, trends, and performance metrics to provide insights for leadership. Document QA processes, best practices, and any improvements to ensure consistency and transparency.
Knowledge Sharing: Educate cross-functional partners on QA systems and processes. Share best practices and new innovations with the team to elevate the overall customer experience.

Here’s What We're Looking For

Experience in Quality Assurance: You have at least 4 years of experience working in quality assurance, with a strong understanding of QA processes, methodologies, and best practices in a customer-centric environment.
Tech-Savvy and AI Enthusiast: You’re passionate about leveraging technology, especially AI and data analytics, to drive improvements in quality and customer experience. You’re always looking for innovative ways to apply cutting-edge solutions to everyday challenges.
Analytical Mindset: You possess strong analytical skills and can translate complex data into actionable insights that lead to meaningful improvements in service delivery.
Collaboration Skills: You thrive in a team-oriented environment, working closely with leadership and cross-functional teams to achieve quality and business goals. You know how to communicate effectively and share your findings with stakeholders
Continuous Improvement Mindset: You’re driven by a passion for making incremental improvements. You constantly seek opportunities to optimize processes, ensuring quality is maintained and enhanced over time.
Strong Attention to Detail: You have a keen eye for identifying areas of improvement, whether it's in customer interactions, processes, or systems, and are committed to delivering excellence.
Customer-Focused: Your work is always guided by the goal of enhancing the customer experience. You understand the impact that quality assurance has on customer satisfaction and business success.
Proven Experience with Data and Reporting Tools: You’re comfortable working with data, reporting tools, and analytics platforms to monitor performance and generate insights. Experience with AI-driven tools is a plus.

Our cash compensation amount for this role is $133,000 to $165,000/yr in Denver & most major metro locations, and $161,000 to $199,000/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto's subsidiary, whose physical office is in Scottsdale.

Note: The San Francisco office expectations encompass both the San Francisco and San Jose metro areas.

When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Our customers come from all walks of life and so do we. We hire great people from a wide variety of backgrounds, not just because it's the right thing to do, but because it makes our company stronger. If you share our values and our enthusiasm for small businesses, you will find a home at Gusto.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Gusto considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Gusto is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. We want to see our candidates perform to the best of their ability. If you require a medical or religious accommodation at any time throughout your candidate journey, please fill out this form and a member of our team will get in touch with you.

Gusto takes security and protection of your personal information very seriously. Please review our Fraudulent Activity Disclaimer.

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