Gusto is hiring a
Quality Assurance Analyst

Summary

Join our Sales and Onboarding team as a Quality Assurance (QA) Representative to monitor, evaluate, and provide feedback on inbound and outbound sales calls. You will be responsible for ensuring a high level of customer service and adherence to Gusto's policy and procedures.

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)