Specialist - Customer Care - Voice
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Job Description
SMB Payroll Quality Analyst - Specialist
Overview:
This role supports quality assurance and operational excellence for frontline teams serving US SMB customers across the Accounting application Payroll ecosystem. The role requires a hands-on payroll domain expert who can evaluate the accuracy, completeness, compliance, customer experience, and commercial effectiveness of payroll interactions.
Unlike traditional contact center QA roles, this position requires deep expertise in US payroll operations, payroll taxes, filings, payroll funding, ACH/direct deposit workflows, and accounting impacts. The Quality Analyst acts as the control point ensuring customers receive technically accurate guidance, compliant support, effective issue resolution, and consultative recommendations that build trust and confidence. Experience in training batches for accounting softwares like Tally, Zoho, Sage, Netsuite, , etc preferred.
This role plays a critical part in identifying process defects, compliance risks, capability gaps, and recurring customer pain points while partnering closely with Operations, Training, and Leadership teams to improve service quality, payroll accuracy, customer outcomes, and business performance.
Responsibilities:
- Evaluate end-to-end payroll interactions involving employee setup (W2/1099), payroll runs, payroll corrections, deductions, garnishments, benefits administration, tax calculations, filings, payroll funding, and compliance support.
- Assess the accuracy of guidance provided on IRS and state payroll requirements including Forms 941, 940, W-2, W-4, and 1099.
- Audit interactions involving direct deposits, ACH funding, payroll funding delays, returned transactions, payroll reversals, and reconciliation activities.
- Evaluate how effectively employees diagnose and resolve payroll issues including failed payrolls, tax discrepancies, filing rejections, funding failures, and employee payment concerns.
- Assess root-cause analysis capability and determine whether teams are identifying underlying business, system, process, or customer-related causes.
- Monitor adherence to payroll policies, compliance requirements, risk controls, audit standards, and operational procedures.
- Evaluate ownership behaviors, escalation quality, investigation quality, documentation standards, and end-to-end issue management.
- Review customer communication for accuracy, professionalism, empathy, expectation management, and compliance.
- Assess the effectiveness of consultative conversations, including identification of payroll needs, recommendation quality, ecosystem attach opportunities, and value-based solutioning.
- Perform trend analysis to identify recurring payroll defects, training gaps, knowledge issues, compliance risks, and customer pain points.
- Partner with Training teams to convert audit findings into coaching plans, simulations, refresher trainings, and targeted capability-building interventions.
- Provide actionable feedback to Operations leaders and frontline employees to improve payroll accuracy, customer confidence, and resolution effectiveness.
- Support calibration sessions and quality governance processes to maintain consistent evaluation standards.
- Stay current on payroll regulations, IRS updates, state compliance requirements, and Accounting application Payroll product enhancements.
Qualifications for Street to Seat:
Payroll Domain Expertise:
- Relevant years of hands-on US payroll processing, payroll operations, payroll support, payroll compliance, or payroll advisory experience.
- Strong knowledge of payroll taxes, filings (941, 940, W-2, 1099), deductions, garnishments, funding flows, and payroll controls.
Accounting application & Fintech Experience:
- Relevant years of experience supporting Accounting application Payroll or similar payroll platforms.
- Exposure to payroll fintech, ACH systems, payroll funding workflows, or integrated accounting environments.
Financial & Accounting Knowledge:
- Strong understanding of payroll accounting impacts, ACH processes, direct deposits, reconciliation concepts, and business banking workflows.
Quality & Audit Expertise:
- Experience in Quality Assurance, Compliance Monitoring, Operational Audits, Risk Reviews, Coaching, or Process Excellence.
- Ability to evaluate both technical accuracy and customer experience outcomes.
Customer & Commercial Acumen:
- Experience assessing customer interactions involving issue resolution, advisory support, consultative conversations, and ecosystem recommendations.
Communication:
- Strong ability to assess and coach spoken and written communication effectiveness.
Preferred:
- CPP, FPC, or equivalent payroll certifications.
- Prior experience supporting Quality, Compliance, Training, or Operational Excellence functions.
- Exposure to ADP, Paychex, Gusto, Rippling, Paycom, UKG, Dayforce, or similar ecosystems.
Qualifications
Bachelors - Business Administration, Bachelors - Communication, Bachelors - Hospitality Management, Bachelors - Information Technology, Bachelors - Marketing
Certifications
Certified Implementation Specialist - Customer Service Management - ServiceNowServiceNow, Customer Experience Certification (COPC) - COPC Inc.COPC Inc.
Required Skills
Banking Capital Markets, Customer Care, Customer Experience (CX), Customer Journey Mapping, Customer Service, Data Analytics, Fraud Detection, Fraud Disputes, Online Customer Support, Online Transaction Processing (OLTP), Sales, Sales Support, Speech Analytics, Strategic Advisory, Target Operating Model, Technical Support, Third Level Support, Virtual Administrative Support, Voice-User Interface
Language
English (Required)
Language Proficiency -
Upper Intermediate - B2
Additional Job Location -
Job Type
Regular
Master Skill List -
Customer Care - Voice
Remote Type -
Office
Work Shift -
Night Job (India)
Why join Genpact?
- Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
- Make an impact – Help global enterprises solve business challenges that matter
- Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
- Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
