Quality Analyst

About the Role:

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.

About the Team:

You will be empowered to explore innovative approaches, including AI-driven insights, to optimize the service experience. 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!

Here’s what you’ll do day-to-day:

• 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.

Here’s what we're looking for:

• 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.

Our cash compensation amount for this role is $133,000 to $165,000/yr in Denver & most major metro locations, and $161,000 to $199,000/yr for San Francisco & New York. Final offer amounts are determined by multiple factors including candidate location, experience and expertise and may vary from the amounts listed above.