Quality Analyst, Gusto
$62-76k
2-3 days a week in office
Automated payroll, benefits & HR platform
Open for applications
Automated payroll, benefits & HR platform
1001+ employees
Open for applications
$62-76k
2-3 days a week in office
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- 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
What the job involves
- Gusto is looking for an enthusiastic and detail-oriented Quality Assurance (QA) Representative 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
- 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)
Our take
For many small businesses, vital administrative tasks such as payroll, taxes, and benefits are manual tasks that take time and energy which many SMB owners don’t have. The three co-founders of Gusto – all coming from small business backgrounds – collaborated on a Fintech company that would handle employee payments, benefits administration, and compliance support specifically for small businesses.
The company may have started slowly, as the founders focused on nailing each individual aspect of Gusto’s operations, but has now skyrocketed to unicorn status with more than 200,000 customers and a multi-billion dollar valuation. In 2021, Gusto began acquiring other companies to strengthen its offering and its position in a competitive market, including two other fintech startups, Ardius and Symmetry.
Through its continued acquisitions and fundraising efforts, the company has carved out a strong position for itself in the space. Although Gusto has found itself impacted by the macroeconomic situation, through the significant effect it has had on its clientele, the company still appears positive for the future after raising funds in 2023 that will see it reach key profitability benchmarks. It continues to consolidate its platform, for example by integrating with OpenComp to grant its users access to the company's Compensation Intelligence Platform.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 8 rounds)
May 2022
$55m
SERIES E
Aug 2021
$175m
SERIES E
Total funding: $706.1m
Company benefits
- Comprehensive medical, dental, and vision benefits, plus a variety of mental health resources
- Flexible vacation - Gusties are encouraged to take the time off they need to continue doing great work
- Fertility treatments, parental leave, pregnancy termination, caregiving, gender-affirming surgery, hormone treatments, transgender-inclusive services, and more
- If you work at one of our homebases, enjoy food, drinks, and good conversation — on us
- Celebrate 5 or 10 years at Gusto and take a month off to recharge
- Take advantage of internet, phone, commuter, and wellness stipends each month, along with a WFH stipend and cash for anniversaries
Company values
- Embody a service mindset - Never stop advocating for the needs of others
- Dream big, then make it real - Be ambitious. Show and do, rather than tell and talk
- Be proud of the how - Ensure deep integrity in everything you do
- Embrace an ownership mentality - Take initiative to leave things better than you found them
- Debate then commit - Share openly, question respectfully, and once a decision is made, commit fully
Company HQ
Central Waterfront, San Francisco, CA
Articles
Leadership
Joshua Reeves
(CEO)Studied Electrical Engineering at Stanford and went onto co-found Gusto in 2011.
Tomer London
(CPO)Has a PhD in Electrical Engineering from Stanford. Was a Researcher at Intel, and then interned at Bump Technologies. Co-founded Vizmo, a mobile self-service technologies company, in 2008. Co-founded Gusto in 2011.
Edward Kim
(Head of Engineering)Studied Electrical Engineering at Stanford. Was Senior Project Engineer at Volkswagen of America Electronics Research Lab and then co-founded Picwing, a printed photos company, in 2008. Co-founded Gusto in 2011.
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