Quality Analyst

Summary

Join Gusto as a Quality Assurance (QA) Analyst and play a key role in ensuring the highest standards of customer experience. Analyze customer interactions and data to identify areas for improvement, optimize quality assurance processes using AI and advanced technologies, and collaborate with cross-functional teams. Leverage data and analytics to inform strategic decision-making, create detailed reports on QA findings, and educate partners on QA systems and processes. This role requires at least 4 years of experience in quality assurance, strong analytical skills, collaboration skills, and a customer-focused mindset. Passion for leveraging technology, especially AI and data analytics, to drive improvements is essential. The position offers a competitive salary and the opportunity to work in a collaborative and inclusive environment.

Requirements

• 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
• 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
• You possess strong analytical skills and can translate complex data into actionable insights that lead to meaningful improvements in service delivery
• 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
• 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
• 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
• 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
• 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

Responsibilities

• Analyze customer support interactions, feedback and data to identify areas for improvement in service delivery
• 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
• 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
• 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
• 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
• 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
• Educate cross-functional partners on QA systems and processes. Share best practices and new innovations with the team to elevate the overall customer experience

Preferred Qualifications

Experience with AI-driven tools is a plus

Benefits

• 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
• 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