Quality Assurance Analyst

2 days ago

Denver, United States Gusto Full time
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) 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.

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 offering hourly pay from $26.44 - $32.69 for Denver, Las Vegas, Detroit & 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. If you require assistance in filling out a Gusto job application, please reach out to candidate-accommodations@gusto.com.

  • Quality Assurance Analyst

    2 weeks ago

    Denver, United States Gusto Full time

    About GustoGusto 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...

  • Quality Assurance Systems Analyst

    1 week ago

    Denver, Colorado, United States The Employment Firm Full time

    Job OverviewAre you looking to enhance your expertise while being part of a vibrant and swiftly advancing organization? Become a member of our team at The Employment Firm, a prominent provider of exceptional beauty and personal care solutions.We focus on delivering tailored beauty products and provide a comprehensive array of manufacturing services. Our...

  • Quality Assurance Specialist

    21 hours ago

    Denver, Colorado, United States Saxon Global Full time

    Job Description:A Quality Assurance Analyst is responsible for creating and executing tests to ensure the quality of software products. This role involves identifying and analyzing bugs, documenting test results, and collaborating with software developers to resolve defects.Key Responsibilities:Develop and execute test plans to ensure software...

  • Software Quality Assurance Engineer

    15 hours ago

    Denver, Colorado, United States Novalink Solutions LLC Full time

    Job DescriptionJob Title: Software Quality Assurance EngineerJob Summary:Novalink Solutions LLC is seeking a highly skilled Software Quality Assurance Engineer to join our team. As a Software Quality Assurance Engineer, you will be responsible for ensuring the quality of our software products by developing and executing test plans, identifying defects, and...

  • Quality Assurance Software Engineer

    2 weeks ago

    Denver, Colorado, United States Reinventing Geospatial Full time

    Position OverviewAre you driven to discover innovative methods for enhancing our testing efficiency and coverage? Reinventing Geospatial, Inc. is on the lookout for a Quality Assurance Software Engineer to become part of our dynamic team, dedicated to ensuring excellence through the development and execution of both manual and automated regression tests. Key...

  • Quality Assurance Lead

    2 weeks ago

    Denver, Colorado, United States Intrepid Potash Full time

    The Quality Assurance Lead will be responsible for directing the operations of the quality assurance division, formulating, executing, and sustaining a robust system of quality oversight for production and product management. This role encompasses supervision across multiple locations. KEY RESPONSIBILITIESOffer strategic direction and support in the...

  • Quality Assurance Engineer

    1 week ago

    Denver, Colorado, United States Jobot Full time

    Quality Assurance Engineer - Innovating Satellite TechnologyThis opportunity is hosted by Jobot Consulting.About Us:We are a pioneering company focused on advanced satellite technology that aims to revolutionize the industry. Our commitment to our workforce and our products is paramount. We believe that prioritizing our employees not only fosters a positive...

  • Test Engineer

    4 days ago

    Denver, Colorado, United States ESG Consulting Full time

    Job SummaryWe are seeking a highly skilled Test Engineer to join our team at ESG Consulting. As a key member of our quality assurance team, you will be responsible for creating and executing test plans, identifying defects, and collaborating with cross-functional teams to ensure the highest quality software products.Key ResponsibilitiesDevelop and execute...

  • Quality Assurance Specialist

    2 weeks ago

    Denver, Colorado, United States Crescens Full time

    Position: Quality Assurance Specialist Location: Remote Type: ContractJob Overview:The Quality Assurance Specialist will play a crucial role in ensuring the reliability and performance of software applications. This position involves the development and execution of comprehensive testing strategies to validate software functionality and performance.Key...

  • Director of Quality Assurance

    3 months ago

    Denver, United States Barrington James Full time

    Director of Quality Assurance (Medical Device) - ONSITE in Denver, COOur client is a medical device/combination product manufacturer looking for an experienced Director of Quality Assurance to join their dynamic team. You will be overseeing all things Quality at the Manufacturing site.As Director of Quality Assurance you will be working closely with the...

  • Director of Quality Assurance

    1 month ago

    Denver, United States Barrington James Full time

    Director of Quality Assurance (Medical Device) - ONSITE in Denver, COOur client is a medical device/combination product manufacturer looking for an experienced Director of Quality Assurance to join their dynamic team. You will be overseeing all things Quality at the Manufacturing site.As Director of Quality Assurance you will be working closely with the...

  • Quality Assurance Engineer

    1 week ago

    Denver, Colorado, United States Jobot Full time

    Quality Assurance Engineer - Innovating Satellite TechnologyThis position is hosted by Jobot Consulting.About Us:We are a pioneering company in the satellite technology sector, dedicated to transforming the industry through innovation. Our commitment to our workforce and our products drives our success. We prioritize our employees, believing that this...

  • Quality Assurance Engineer

    1 week ago

    Denver, Colorado, United States Jobot Full time

    Quality Assurance Engineer - Innovating Satellite TechnologyThis position is hosted by Jobot Consulting.About Us:We are a pioneering organization based in the satellite technology sector, dedicated to advancing the industry through innovative solutions. Our commitment to our workforce and our products is paramount, as we believe that prioritizing our...

  • Quality Assurance Engineer

    1 week ago

    Denver, Colorado, United States Jobot Full time

    Quality Assurance Engineer - Innovating Satellite TechnologyThis opportunity is hosted by Jobot Consulting.About Us:We are a pioneering firm based in the satellite technology sector, dedicated to advancing the capabilities of space exploration. Our commitment to our workforce and our innovative products drives our success. We prioritize our employees,...

  • Quality Assurance Engineer

    2 weeks ago

    Denver, Colorado, United States Jobot Full time

    Quality Assurance Engineer - Innovating Space TechnologyThis position is hosted by Jobot Consulting.About Us:We are a forward-thinking company focused on pioneering satellite technology that is set to revolutionize the industry. Our commitment to our workforce and our products is at the heart of our mission. We believe that prioritizing our employees not...

  • Quality Assurance Lead

    2 weeks ago

    Denver, Colorado, United States Intrepid Potash Full time

    The Quality Assurance Manager will be responsible for supervising the quality assurance division and its personnel, crafting, executing, and sustaining a robust system of quality oversight for production and product management. KEY RESPONSIBILITIESOffer strategic direction and support in the formulation of product quality benchmarks, quality assurance (QA)...

  • Quality Assurance Test Engineer

    1 week ago

    Denver, Colorado, United States Focused HR Solutions Full time

    Position Overview:We are seeking a dedicated Quality Assurance Test Engineer to join our team. This role involves both in-office and remote work, contributing to the quality assurance process within our organization.Key Responsibilities:Develop and execute comprehensive software testing protocols, ensuring optimal performance and reliability of...

  • Quality Assurance Technician

    4 weeks ago

    Denver, United States Nestle Purina PetCare Company Full time

    We re a leader in the pet care industry, which means we re not only ahead in volume, profit and market share, but our associates dare to Stand Taller. We innovate new products, impart new agilities into existing processes, constantly advance pet nutrition, and always pay it forward in the form of service for our communities and families. Are you up for the...

  • Quality Assurance Specialist

    2 weeks ago

    Denver, Colorado, United States State of Colorado Full time

    Position Overview:The role of the Independent Assurance Tester is integral to the success of the Region 1 Materials program. This position is responsible for overseeing the Independent Assurance Testing Program and serves as the secondary Radiological Safety Officer for the region.Key Responsibilities:Conduct independent assurance testing on asphalt, soils,...

  • Quality Assurance Engineer

    3 weeks ago

    Denver, United States Leidos Full time

    Description We are seeking a Quality Assurance Engineer to support our MW/MT program. The ideal candidate will ensure the highest quality service is provided to the customer through internal process audits, process documentation/control, and structured improvement activities. Key responsibilities include maintaining ISO 9001:2015 certification, implementing...