Quality Analyst, Gusto
$133-199k
Actual salary range is dependent on location
Automated payroll, benefits & HR platform
Be an early applicant
Automated payroll, benefits & HR platform
1001+ employees
Be an early applicant
$133-199k
Actual salary range is dependent on location
1001+ employees
Company mission
To create a world where work empowers a better life.
Role
Who you are
- This role is ideal for someone passionate about using technology and data to elevate quality and create meaningful, incremental improvements
- If you are excited about shaping the future of quality assurance and demonstrating the power of AI-driven solutions, we would love to hear from you!
- Experience in Quality Assurance: 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
- Tech-Savvy and AI Enthusiast: 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
- Analytical Mindset: You possess strong analytical skills and can translate complex data into actionable insights that lead to meaningful improvements in service delivery
- Collaboration Skills: 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
- Continuous Improvement Mindset: 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
- Strong Attention to Detail: 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
- Customer-Focused: 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
- Proven Experience with Data and Reporting Tools: 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
What the job involves
- Gusto is looking for a highly skilled and motivated Quality Assurance (QA) Analyst
- In this role, you will play a key role in analyzing, monitoring, and ensuring the highest standards of customer experience, while providing actionable insights that influence strategic decision-making across the CX organization
- This is a unique opportunity to be at the forefront of showcasing the impact of our Quality Assurance program, using AI and cutting-edge systems to drive key, business-critical outcomes
- Your contributions will be vital in improving service delivery and enhancing the customer experience
- You will be empowered to explore innovative approaches, including AI-driven insights, to optimize the service experience
- Quality Monitoring and Analysis: Analyze customer support interactions, feedback and data to identify areas for improvement in service delivery
- Quality Assurance Process Optimization: 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
- AI-Driven Insights and Innovation: 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
- Collaboration and Cross-functional Support: 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
- Data-Driven Decision Making: 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
- Reporting and Documentation: 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
- Knowledge Sharing: Educate cross-functional partners on QA systems and processes. Share best practices and new innovations with the team to elevate the overall customer experience
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
45% employee growth in 12 months
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 HQ
Central Waterfront, San Francisco, CA
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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