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Manager, Quality Assurance at Justworks - ApplyBlast

Manager, Quality Assurance

Justworks

3 months ago

3.3 on Glassdoor

New York, NY

Hybrid

Full Time

Senior

1 applicant

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About this role

A Manager of Quality Assurance at Justworks leads a team of QA Analysts to develop and maintain quality evaluation standards for customer interactions. The role involves overseeing AI-assisted monitoring systems, establishing auditing processes, and partnering with leadership to ensure consistent, fair, and meaningful quality governance across the Customer Success organization.

Responsibilities

Develop and maintain quality evaluation standards aligned with customer experience goals
Oversee governance of AI-assisted quality monitoring and auditing processes
Lead and develop a team of QA Analysts for interaction evaluations
Partner with leadership to evolve quality standards and drive operational improvements
Monitor scoring variance and ensure consistent application of quality frameworks

Skills

Qualifications

5+ years in Quality Assurance or Customer Success operations2–3 years managing teams in quality or operational environments

About Justworks

justworks.com

Headquarters

New York, New York, United States

Company Size

1001-5000 employees

Founded

2012

View Profile

Justworks is a payroll, benefits, and HR platform that acts as a PEO (professional employer organization) for small and mid-sized businesses. It provides payroll processing, access to health insurance and retirement plans, time tracking and onboarding tools, and compliance and HR advisory support. Companies use Justworks to simplify HR administration, remain compliant with employment laws, and offer competitive benefits without building an in-house HR team. Founded in 2012, it serves U.S. employers as an outsourced HR/payroll partner.