Quality Assurance Analyst

Justworks•New York, NY

6d•$36 - $40•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. Our Values If this sounds like you, you’ll fit right in. You are detail-oriented, efficient, and passionate about delivering exceptional customer experiences. You approach your work with precision and consistency, ensuring evaluations are completed accurately and thoughtfully while managing your time effectively. Your strong attention to detail allows you to identify nuances in customer interactions and uphold high-quality standards across the board. You are analytical and objective, yet empathetic in your approach. You provide thorough, structured, and highly detailed feedback in your evaluations—clearly outlining strengths, areas of opportunity, and actionable next steps that drive meaningful improvement. You understand that quality is not just about scoring, but about enabling growth through clarity and coaching. You thrive in structured environments, value clear standards, and are motivated by helping others develop. You enjoy identifying patterns in performance data, uncovering root causes, and translating insights into practical recommendations. You collaborate effectively across teams and take ownership of your work, ensuring quality standards are upheld and continuously refined. As a Quality Assurance Analyst, you play a critical role in strengthening Customer Success Operations by ensuring excellence, fairness, and consistency across customer interactions. Your work directly influences team development, operational improvements, and the overall customer experience.

Requirements

2+ years of experience in customer experience, operations, or quality assurance
Proven ability to develop, implement, and deliver coaching programs and improvement initiatives that drive performance and enhance customer experience
Proficiency with QA platforms (Rippit preferred)
Strong technical troubleshooting and process optimization skills
Data fluency: ability to build, maintain, and interpret dashboards and metric reports
Excellent organizational and communication skills
Comfortable working independently on recurring operational tasks
High attention to detail and systems-level thinking
Results-driven — consistently achieves results, even under difficult circumstances
Strong analytical skills and strategic thinking with excellent written and verbal communication abilities, and confidence to present insights clearly and effectively across all levels of the organization

Nice To Haves

Experience in training, enablement, or facilitation is a plus
Familiarity with customer knowledge tools and AI chatbot systems is a strong plus

Responsibilities

Conduct consistent, objective evaluations of Customer Success interactions (calls, emails, chats, tickets, and Zooms) in alignment with QA standards and scoring methodologies.
Utilize Rippit (formally known as MaestroQA) to complete daily evaluations efficiently and accurately.
Meet established QA KPIs, including: Maintaining target average grading time, completing 100% of assigned panel evaluations, and achieving KPI targets for Grade the Grader accuracy and alignment
Deliver clear, structured, and highly detailed feedback that outlines strengths, opportunities, and actionable next steps to drive performance improvement.
Participate in and contribute to calibration sessions to ensure scoring consistency, fairness, and alignment across evaluators.
Contribute to the continuous improvement of QA programs, including scoring criteria, workflows, and knowledge resources.
Identify performance trends, behavioral patterns, and knowledge gaps through QA reviews and customer data analysis.
Surface recurring themes and provide recommendations to leadership to improve processes, documentation, and customer experience outcomes.
Support QA initiatives such as appeals reviews, special projects, and targeted quality deep-dives.
Provide coverage support by assisting with additional evaluations when team members are on PTO, leave, or sabbatical to ensure operational continuity and KPI adherence
Uphold a culture of accountability, fairness, and continuous improvement within Customer Success Operations.