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Quality Analyst

Denver, CO;Orlando, FL;Las Vegas, NV;Detroit, MI

 

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 300,000 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 an enthusiastic and detail-oriented Quality Assurance (QA) Analyst to join our Sales and Onboarding team. In this role, you will be responsible for monitoring, evaluating, and providing feedback on inbound and outbound sales calls to ensure a high level of customer service and adherence to Gusto’s policy and procedures. Additionally, you will have the opportunity to prove out the impact of the direction of our Quality Assurance program as we look to leverage AI and new systems to drive business-critical, incremental, and quantifiable outcomes. The Quality Analyst position will place a tactical emphasis on proactively creating world-class Customer experiences by working collaboratively with members of leadership, to help our Gusties thrive, grow, and learn. 

Here’s what you’ll do day-to-day:

  • Work through a quality assurance system like Tethr or MaestroQA to evaluate portions of interactions for correct adherence to policies, best practices, and procedures.
    • The expectation is to be grading these interactions fifty minutes per hour unless other time has been removed for other projects.
  • 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)

Here’s what we're looking for:

  • An individual who can create organization and scalable processes out of ambiguity, and self-sufficient research through trial and error.
  • 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.
  • 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. 

Our cash compensation range for this role is $62,000/yr - $76,000/yr in Denver, Las Vegas, Detroit, Orlando & most remote locations. Final offer amounts are determined by multiple factors, including candidate 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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