Quality Assurance Analyst (Customer Success)

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.

• 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.

How You Will Do Your Work

As a Quality Assurance Analyst, how results are achieved is paramount to your success and ultimately to 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.” 

• 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
• Experience in training, enablement, or facilitation is a plus
• Excellent organizational and communication skills
• Comfortable working independently on recurring operational tasks
• High attention to detail and systems-level thinking
• Familiarity with customer knowledge tools and AI chatbot systems is a strong plus
• 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

The base wage range for this position based in our New York City Office is targeted at $36.30 to $39.93 per hour.

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