Full-Time Quality Analyst

About the Role:Gusto is looking for a highly skilled and motivated Quality Assurance (QA) Analyst. You will analyze customer interactions, feedback, and data to improve service delivery.

Responsibilities:

• Quality Monitoring & Analysis: Analyze customer interactions to identify improvement areas.
• Process Optimization: Refine quality rubrics, correlating them with business outcomes (customer sentiment, resolution time, etc.).
• AI-Driven Insights: Utilize AI and advanced tech to optimize customer experience.
• Collaboration & Support: Work closely with teams to drive quality initiatives.
• Data-Driven Decision Making: Use data to inform strategic decisions and optimize service delivery.
• Reporting & Documentation: Generate reports on QA findings and performance metrics.
• Knowledge Sharing: Educate cross-functional teams on QA systems and processes.

Requirements:

• Experience in Quality Assurance: 4+ years of experience in a customer-centric environment.
• Tech-Savvy and AI Enthusiast: Passion for leveraging technology, especially AI and data analytics.
• Analytical Mindset: Translate complex data into actionable insights.
• Collaboration Skills: Thrive in a team environment and communicate effectively.
• Continuous Improvement: Passion for optimizing processes and enhancing quality.
• Attention to Detail: Identify areas for improvement in interactions, processes, and systems.
• Customer-Focused: Enhance the customer experience.
• Data & Reporting Tools: Comfortable working with data analysis platforms.
• Experience with AI-driven tools: A plus

What is the last date for applying to the job?

Which countries are accepted for this remote job?