Quality Assurance Analyst, Justworks
Customer Success
$36.30 to $39.93 per hour
Business operations platform
Be an early applicant
Business operations platform
1001+ employees
Be an early applicant
$36.30 to $39.93 per hour
1001+ employees
Company mission
Justworks' mission is to help entrepreneurs and businesses grow with confidence.
Role
Who you are
- The ideal candidate is a great communicator who is able to simplify complex concepts into clear, easy-to-understand terms and a product guru with a desire to understand the details of how and why things work
- 2+ years of customer care or customer support experience
- Proven excellence in customer service
- Proficiency in customer service tools, including Zendesk, Talkdesk, JIRA, etc
- Ability to self-manage time and prioritize monthly completion of evaluations while maintaining a keen attention to detail
- Must possess strong analytical skills; excellent oral and written communication; able to present findings to different staff levels
- Work well in a team environment, be comfortable with both giving and receiving feedback regularly, including to managers and peers
- Solutions-oriented with an enterprising mindset
- Ability to work both independently and cross-functionally in teams
- Consultative - takes an approach that focuses on building relationships with others, understanding their problems, and developing solutions to their challenges through open-ended questions and active listening
- Taking responsibility - being accountable, being committed, and accepting ownership for one's decisions, actions, and behavior
- Adaptability - the ability to adjust your approach or actions in response to changes in your external environment
- Solution-oriented - identifies the source of a question or challenge and provides the right, or a better, way of doing things
- Curious - the innate desire to learn, grow and understand
What the job involves
- We are looking for an innovative and experienced Quality Assurance Analyst to join the Customer Success team. The Quality Assurance Analyst is a customer fanatic with a track record of going above and beyond for customers and a patient mentor with a proven track record of leadership among your peers.
- Conduct thorough and accurate evaluations of CS employee performance through remote monitoring, call recordings and real-time side-by-side coaching methods
- Provide detailed and actionable feedback to our CS teams, and themes to managers
- Participate in weekly calibration sessions
- Ensure customer service performance is being met or exceeded on the employee and team levels
- Identify the need for ongoing training offerings and refined employee onboarding programs using data and quality trends as your guide
- Contribute recommendations for improving the Justworks product and internal processes
- Identify recurring trends, suggest solutions, and work on resolution implementation
- Regularly provide input and status updates regarding CS Quality processes and results
- Maintain an overall positive and supportive attitude toward leaders, colleagues and key stakeholders
Our take
Justworks operates in an increasingly crowded space of all-in-one business operation suites, that include tools like human resources, payroll, employee management, benefits, and others that businesses critically need to operate as they scale.
Globally, human resource management has become an extremely fertile field, worth over $20 billion annually and predicted to grow to over $50 billion annually by 2030 - creating great opportunity for Justworks to continue to grow. The company is regarded as a market leader, but does see competition in the shape of Paychex Flex, Rippling, Paylocity, and TriNet, among others.
Solutions delivered by Justworks have proven to be extremely popular with SMEs, and this has not gone unnoticed by investors, with the company picking up exceptional amounts of funding. Justworks is known to have sights on going public, though action towards this end has been delayed until global mass-market conditions have settled from a period of volatility. However, the company's acquisition of
Steph
Company Specialist at Welcome to the Jungle
Insights
24% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Nov 2023
$16.9m
LATE VC
Jan 2020
$50m
SERIES E
Total funding: $159.9m
Company benefits
- Paid volunteer work.
- Paid parental leave.
- Work from home opportunities.
- Medical, dental, and vision insurance, plus access to One Medical, Kindbody, and Teladoc.
- Premium access to Headspace, ClassPass stipends, and webinars to support your overall wellness on topics like nutrition, budgeting, mindfulness, and more.
- All Justworks offers include equity, and Justworkers can continue to earn more over time with promotions and tenure.
- Extensive learning & development opportunities through workshops, ExecOnline, Udemy, and BetterUp coaching.
- Engineering Apprenticeship program that supports internal movement and growth
Company HQ
Fulton Ferry District, NY
Leadership
Isaac Oates
(Executive Chair)Experience as a Senior Product Manager at Amazon before founding Adtuitive and serving as COO for a year. Left this position to spend 3 years as a VP at Etsy, before founding Justworks.
Salary benchmarks
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