Head of Quality, Customer Experience

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k)s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 300,000 businesses nationwide.

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. 

Head of CX Quality leads the strategy, design and implementation of all CX Quality policies and programs. This person will be responsible for establishing standards, policies and procedures to evaluate the effectiveness and efficiency of customer experiences, provide insights to business operations and drive improvement through close collaboration with Customer Experience teams, Learning & Development, Knowledge Management and Product Operations.  

This is a leadership role reporting to our Head of Enablement within CX. Gusto’s CX organization is the linchpin of our world-class experience. With their passion, insight, and customer advocacy, the CX team has helped Gusto maintain industry-leading NPS scores while serving over 300,000 customers. We strive to positively influence millions of businesses and hundreds of millions of employees across the county.

Here’s what you’ll do day-to-day:

• Quality Assurance Strategy:
  • Develop Quality Assurance Strategy: Develop a strategic vision for customer service quality assurance that will drive organizational goals and objectives, including creating consistent standards for quality across CX and implementing industry leading programs and methodologies, supported by technology.  
  • Analysis: Analyze results and develop action plans based on findings from quality programs.  Create implementation plans to drive improvement across key metrics with operational teams.
  • Collaborate with Stakeholders: Partner with cross-functional teams, including customer service leadership, product operations, product, knowledge management, CX data and analytics and learning & development to align goals as well as action plans to improve business performance and process improvement
  • Stay Current with Industry Trends: Stay abreast of industry trends, best practices, and emerging technologies in customer service and quality. Incorporate innovative approaches and tools to enhance the impact and efficiency of quality assurance on the customer experience leveraging AI and LLM.
• Team Empowerment:
  • Build the team: Build a centralized quality management team from the ground up. Create an organizational structure to support business objectives through a combination of direct reports, indirect reports and BPO partners..
  • Manage quality analysts: Lead and supervise a team of quality professionals responsible for analyzing and delivering insights to key stakeholders. Provide guidance, direction, and set expectations including adherence to best practices.
  • Culture: Foster a results driven culture and deep understanding of Customer and Employee needs.
• Agent and Customer Experience
  • Create a quality methodology and process that supports feedback and coaching at the individual, team level and business unit.
  • Create quality programs that analyze our performance against customer expectations.  The results and analytics from these programs provide actionable insights to drive improvements to meet or exceed customer expectations.
  • Partner with BPOs and other third party teams to drive consistency in methodology and calibration.

Here’s what we're looking for:

• Bachelor's degree.
• 8+ years of experience in leading quality management, focusing on customer service, call center or operations environments.
• 8+ years of people leadership focused on transformational leadership.
• Proven leadership experience, including managing and developing high-performing teams through clear direction and expectation setting.
• Proven track record of collaborative leadership with demonstrated ability to foster alignment, create shared goals and expectations.
• Analytical mindset with the ability to assess quality of processes and experiences and recommend actions for improvement.
• Experience in implementing and utilizing standard and emerging technology to drive quality analytics and insights
• Strategic thinking and ability to align quality expectations with organi