Posted on 
Jun 19, 2024

Quality Assurance Analyst (CS)

New York
Entry-level, Junior, or Associate
Customer Success, IT
Justworks
Justworks
Justworks
Private
1001-5000
HR & Recruiting

Justworks is a technology company that levels the playing field for all small

businesses. Through our software and as a partner, we help our customers take care of their teams, streamline their operations, and navigate the complex aspects of managing a workforce with confidence.

Job Description

Who You Are

===============

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. 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. 

Your Success Profile

========================

What You Will Work On

-------------------------

  • 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

How You Will Do Your Work

-----------------------------

As a Quality Assurance Analyst, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • 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.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example.
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

------------------

  • 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

The base wage range for this position based in our New York City Office is targeted at $36.00 to $40.00 per hour.

#LI-Hybrid #LI-CD1

Who You Are

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. 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. 

Your Success Profile

What You Will Work On

  • 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

How You Will Do Your Work

As a Quality Assurance Analyst, how results are achieved is paramount for your success and ultimately result in our success as an organization. In this role, your foundational knowledge, skills, abilities and personal attributes are anchored in the following competencies:

  • 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.

In addition, all Justworkers focus on aligning their behaviors to our core values known as COGIS. It stands for:

  • Camaraderie - Day to day you can be seen working together toward a higher purpose. You like to have fun. You’re an active listener, treat people respectfully, and have a strong desire to know and help others.
  • Openness - Your default is to be open. You're willing to share information, understand other perspectives, and consider new possibilities. You’re curious, ask open questions, and are receptive to thoughts and feedback from others.
  • Grit - You demonstrate grit by having the courage to commit and persevere. You’re committed, earnest, and dive in to get the job done well with a positive attitude.
  • Integrity - Simply put, do what you say and say what you'll do. You’re honest and forthright, have a strong moral compass, and strive to match your words with your actions while leading by example. 
  • Simplicity - Be like Einstein: “Everything should be made as simple as possible, but no simpler.”

Qualifications

  • 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

The base wage range for this position based in our New York City Office is targeted at $36.00 to $40.00 per hour.

#LI-Hybrid #LI-CD1

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