Quality Analyst

Summary

Join Gusto as a Quality Assurance (QA) Analyst and contribute to enhancing the customer experience within our Sales and Onboarding team. You will evaluate sales calls, ensuring adherence to policies and best practices. This role offers the opportunity to leverage AI and new systems to improve business outcomes. You will collaborate with leadership and cross-functional teams, creating world-class customer experiences. The position involves data analysis, reporting, and process improvement, contributing to organizational goals. This role requires strong analytical, communication, and technical skills.

Requirements

• An individual who can create organization and scalable processes out of ambiguity, and self-sufficient research through trial and error
• Is data-driven, timely, detail-oriented and can prioritize tasks effectively
• Excellent verbal and written communication skills, with the ability to provide constructive feedback professionally

Responsibilities

• Work through a quality assurance system like Tethr or MaestroQA to evaluate portions of interactions for correct adherence to policies, best practices, and procedures
• Optimize client experience by determining valuable interactions to evaluate to provide actionable and quantifiably incremental improvements to product and EPD
• Identify reasons our system or client experience might be broken and loop in the appropriate parties to quickly resolve the issue
• Compiling resources as the “Source of Truth” for product rollouts and internal announcements for technical improvements to our system and best practices
• Work closely with managers and directors to align quality assurance with organizational goals, while ensuring that the agents we are reviewing have a positive experience
• Work cross-functionally with Learning and Development teams to ensure that training is being adhered to and effectively drive positive outcomes
• Ensure that our automated systems are updated, and reporting accurately
• Create and update dashboards with complex data origins to illustrate the client experience to executive leadership intuitively
• Lead meetings, training, and calibrations to ensure our team is closely aligned with cross-functional teams on Revenue-related priorities
• Assist in the development and refinement of our current and/or future call rubric, as well as proving the rubric’s correlation with conversion and Average Contract Value (ACV)

Preferred Qualifications

• Experience in using a Quality Assurance system like Tethr or MaestroQA is a huge plus
• Knowledge of payroll, and benefits is a plus
• Expertise in Google Sheets or Excel, Salesforce, and systems like Tableau or Redash. Familiarity with Panda and Hippo is a plus
• Experience in coding or back-end engineering of systems is a plus (particularly in SQL)
• Comfortable testing and validating hypotheses against heightened scrutiny

Benefits

• Our cash compensation range for this role is $62,000/yr - $76,000/yr in Denver, Las Vegas, Detroit, Orlando & most remote locations
• 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)
• When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required