Quality assurance lead

Who We Are

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

If this sounds like you, you’ll fit right in.

Who You Are

You are a strategic, operations-focused leader with a passion for quality, coaching, and customer experience. You excel at building structure, refining workflows, and translating insights into action. Known for your attention to detail and ability to scale processes, you lead with empathy and accountability, driving team growth through clear feedback, collaboration, and a continuous improvement mindset.

As the Quality Assurance Team Lead, you’ll play a key role in advancing Customer Success Operations by ensuring consistency, accuracy, and excellence across customer interactions. You’ll lead structured coaching initiatives for both the QA team and CSO, support performance development, and uphold quality standards. By identifying trends, maintaining clear documentation, and partnering cross-functionally, you’ll help elevate the customer experience and drive scalable, operational impact across the organization.

Your Success Profile

What You Will Work On

• Ensure operational continuity by managing scheduling, task prioritization, and coverage planning for the QA team.
• Assist in the development of the team of Quality Assurance Analysts, providing coaching, mentorship, and performance feedback to drive continuous improvement and team growth.
• Oversee and evolve the STRIVE program, ensuring it aligns with QA goals, quality standards, and team development needs.
• Conduct around 80 regular evaluations for a panel and (Grade the Grader) for the QA team to ensure consistency, accuracy, and fairness in scoring and deliver clear, actionable feedback to improve evaluator performance.
• Facilitate regular team meetings to keep QA Analysts informed on updates to QA programs, knowledge resources, policy changes, and ongoing initiatives such as appeals and calibrations.
• Analyze QA and customer data to uncover performance trends, identify training or process gaps, and recommend targeted improvements.
• Collaborate cross-functionally with Customer Success, Enablement, and Operations to ensure alignment on quality expectations and improve the overall customer experience.
• Maintain and enhance the QA knowledge library in Confluence, with up-to-date documentation on best practices, tagging frameworks, scoring methodologies, and coaching strategies tailored for managers.
• Create and manage, when needed, the performance dashboards and reporting tools to monitor QA effectiveness, track trends, and inform strategic decisions.
• Lead onboarding and upskilling initiatives for QA Analysts through structured training programs and ongoing enablement.
• Document and maintain QA processes, contributing to the development and upkeep of clear and effective standard operating procedures (SOPs).
• Represent the QA team in cross-functional meetings, communicating insights, challenges, and proposed solutions to stakeholders and leadership.
• Foster a culture of accountability and excellence, ensuring operational efficiency and consistent delivery on QA goals.
• Lead QA-driven projects and initiatives, managing timelines, aligning stakeholders, and ensuring measurable outcomes.
• Partner with the CX Data & Insights team to co-develop coaching strategies that leverage data and customer feedback to drive targeted behavior change and elevate service quality across CSO.
• Own and lead key Quality Assurance initiatives, including managing the QA Appeals process, to ensure fair, consistent, and transparent evaluations. Drive process improvements, maintain clear communication with stakeholders, and ensure timely resolution of appeals.

How You Will Do Your Work

As a Quality Assurance Lead, how results are achieved is paramount for your success and ultimately results in 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.”

Qualifications

• 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 (MaestroQA 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 $97,000.00 to $106,700.00 per year.

Actual compensation is based on multiple factors that are unique to each candidate, including and not limited to skill set, level of relevant experience, and specific work location. Salary ranges for positions based in other locations may differ based on the cost of labor in that location.

For more information about Justworks’ Total Reward Philosophy, including all of the perks and benefits we are proud to offer our team members, please visit Total Rewards @ Justworks.

Diversity At Justworks

Justworks is committed to maintaining a workplace where diversity of identity, culture, and life experience is the norm and is celebrated authentically and respected consistently. Diversity in our work, our people, and our product drives creativity and innovation, entrepreneurial leadership and integrity, competitiveness, and collaboration throughout our business and in the market. We depend on our differences to make our team stronger, our workplace more dynamic, and our product accessible to all of our customers.

We’re proud to be an equal opportunity employer open to 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, veteran status, genetic information, or any other legally protected status. Justworks is fully dedicated to providing necessary support to candidates with disabilities who may require reasonable accommodations. We also provide reasonable accommodations to employees based on their sincerely held religious beliefs, as well as for other covered reasons consistent with applicable federal, state, and local laws. If you're in need of a reasonable accommodation, please reach out to us at [email protected]. Your comfort and success matter to us, and we're here to ensure an inclusive experience.

Our DEIB Report