Manager, Quality Assurance

Justworks•New York, NY

10h•$109,000 - $136,000•Hybrid

About The Position

At Justworks, you’ll enjoy a welcoming and casual environment, great benefits, wellness program offerings, company retreats, and the ability to interact with and learn from leaders in the startup community. We work hard and care about our most prized asset - our people. We’re helping businesses get off the ground by enabling them to focus on running their business. We solve HR issues. We’re data-driven and never stop iterating. If you’d like to work in a supportive, entrepreneurial environment, are interested in building something meaningful and having fun while doing it, we’d love to hear from you. We're united by shared goals and shared motivations at Justworks. These are best summed up in our company values, which are reflected in our product and in our team. You are a strategic and analytical leader who is passionate about ensuring the integrity, consistency, and impact of quality measurement across customer interactions. You have a strong understanding of what drives exceptional customer experiences and are energized by building systems that ensure quality standards are applied fairly, consistently, and meaningfully across teams. You are detail-oriented and data-driven, with a natural curiosity for understanding patterns in customer interactions and operational performance. You enjoy translating quality insights into meaningful intelligence that helps leaders make informed decisions about performance, customer experience improvements, and operational priorities. You are also a strong collaborator who values partnership across teams. You understand that quality governance is most effective when it works alongside coaching, operational leadership, and customer feedback programs. You are comfortable working across functions to ensure that insights from quality evaluations help drive measurable improvements across the Customer Success Organization.

Requirements

5+ years of experience in Quality Assurance, Customer Experience, or Customer Success operations
2–3 years of experience managing teams within quality, performance, or operational environments
Strong analytical skills and experience working with performance or quality evaluation data
Experience developing or managing quality frameworks and calibration practices
Experience working with quality monitoring platforms or similar evaluation tools
Strong communication and stakeholder management skills
Ability to translate insights into meaningful recommendations for leadership
Proficient in Google Suite, CRM, and customer service communication platforms

Nice To Haves

Zendesk, Gong, Talkdesk, Medallia, and Maestro QA (or similar Quality Management software) are bonus

Responsibilities

Develop and maintain quality evaluation standards that align with organizational customer experience goals
Ensure quality frameworks remain consistent, transparent, and applied fairly across teams
Partner with leadership to evolve quality standards as customer experience priorities evolve
Oversee governance of AI-assisted quality monitoring systems
Establish auditing processes to ensure AI-generated evaluations remain accurate and aligned with evaluation standards
Partner with internal stakeholders to continuously improve quality measurement practices
Lead calibration programs to ensure consistent interpretation and application of quality standards
Monitor scoring variance across teams and evaluators
Ensure quality evaluations remain objective, consistent, and trusted by leadership and frontline teams
Lead and develop a team of QA Analysts responsible for interaction evaluations and AI audit processes
Partner with Continuous Improvement and CX Operations teams to ensure quality insights translate into meaningful improvement initiatives
Collaborate with CX leadership to ensure quality governance aligns with broader customer experience strategy
Provide guidance, coaching, and performance management to ensure high-quality analysis and reporting
Foster a culture of curiosity, accountability, and continuous learning within the QA team