Quality Analyst

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.