Head of Quality Assurance and Vendor Training Coordinator
Gusto is looking for a Head of Quality Assurance and Vendor Training Coordinator as part of our Operational Excellence team for Customer Experience.
Our mission is to create a world where work empowers a better life, and it starts right here at Gusto. That’s why we’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.
At Gusto, our Operational Excellence team extends the capabilities of our world class CX organization. This role is a unique opportunity to make a huge impact in helping scale Gusto’s CX capabilities both internally and through our third party partners. The right candidate will have demonstrated experience developing, deploying and running a quality management framework that encompases core elements of: training, quality audit, knowledge management, and customer satisfaction survey responses. This candidate will also be responsible for ensuring that vendors are trained in a coordinated manner with our Gusto Learning and Development team as well as our third party partner teams.
About the Team
The mission of our Operational Excellence team is to support our quickly scaling CX organization to deliver outstanding customer experiences. Quality Assurance and Vendor Training is one way we can do that.
Your role will be to cross functionally and strategically build, implement, and support Gusto’s quality program, as well as coordinate vendor training. By understanding the pain points our customers have and taking quick action on them, we can create a virtuous cycle of continuous improvement that will serve as our foundation for years to come.
Here’s what you’ll do day-to-day:
Here’s what we’re looking for: