Justworks

Justworks

Manager, Quality Assurance

New York, New York

Sponsorship not specified$109k-$136kDetected 5 days ago
Stakeholder ManagementCRMAuditingPerformance ManagementCustomer SuccessCustomer SupportZendeskLeadershipCommunicationCollaborationMentoringAdaptability

About the role

  • 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're data-driven and never stop iterating.

Responsibilities

  • Develop and maintain quality evaluation standards that align with organizational customer experience goals
  • Partner with leadership to evolve quality standards as customer experience priorities evolve
  • Partner with internal stakeholders to continuously improve quality measurement practices
  • Lead calibration programs to ensure consistent interpretation and application of quality standards
  • 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
  • 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.

Requirements

  • 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.
  • Adaptability - the ability to adjust your approach or actions in response to changes in your external environment.
  • 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

Compensation

  • The base wage range for this position based in our New York City Office is targeted at $109,000.00 to $136,000.00 per year.

Benefits

  • Foster a culture of curiosity, accountability, and continuous learning within the QA team

Company info

  • 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
  • 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 solve HR issues.
  • 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.
  • If this sounds like you, you'll fit right in.

Visa & Work Authorization

  • all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, vetera
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This listing is sourced directly from Justworks's careers page and normalized into a canonical job model.