SMB Payroll Quality Analyst - Specialist (US Payroll)

Jobography Recruiting Services; Gurugram District; On-site; INR 650,000 - 1,100,000; Full time

Benefits offered by this job

Competitive pay

One-Way Cab Facility

5-day work week

Health insurance

Job summary

Jobography Recruiting Services in Gurgaon is seeking a hands-on SMB Payroll Quality Analyst (Specialist) to oversee QA, regulatory compliance, and customer experience across US SMB payroll operations.

This role requires deep technical expertise in US payroll processing, payroll taxes, and accounting software workflows. You will evaluate frontline interactions to ensure tax accuracy and seamless service while driving operational excellence.

Qualifications

• 3–7 years total experience with 2+ years in US payroll operations/processing
• In-depth knowledge of US payroll taxes, filings (941, 940, W-2, 1099) and garnishments
• Experience with US accounting/payroll systems (QB Payroll, ADP, Gusto, Paychex, Rippling, Sage, Netsuite)
• Certifications preferred: CPP, FPC, or COPC Customer Experience
• Strong English communication (B2+)
• Willingness to work rotational US night shifts from Gurgaon office

Responsibilities

• Audit end-to-end payroll interactions including employee setup, payroll runs, garnishments, deductions, direct deposits, ACH funding, and bank reconciliations
• Evaluate IRS/state guidance accuracy and tax filing requirements (Forms 941, 940, W-2, 1099)
• Perform root-cause and trend analysis on payroll issues to identify gaps
• Collaborate with Operations and Training to convert findings into coaching and refresher programs
• Assess CX, empathy, listening and consultative problem-solving and identify cross-sell opportunities

Skills

QA experience

US payroll knowledge

Analytical skills

Communication skills

Coaching/Training

Education

CPP

FPC

COPC Certification

Tools

QuickBooks Payroll

ADP

Gusto

Paychex

Rippling

Sage

Netsuite

Job description

SMB Payroll Quality Analyst - Specialist (US Payroll)

Location: Gurgaon (Work from Office)

Shift: Rotational US Night Shift (5-Day Working)

Transportation: One-Way Cab Facility Provided (Pick-up or Drop as per shift timings)

Employment Type: Full-time, Permanent

Role Overview

We are seeking a hands-on SMB Payroll Quality Analyst (Specialist) to oversee quality assurance, regulatory compliance, and customer experience across our US Small and Medium Business (SMB) Payroll operations.

This is not a generic contact center QA role. It requires deep technical expertise in US payroll processing, payroll taxes, compliance, and accounting software workflows. The specialist will evaluate frontline voice/chat interactions to ensure technical accuracy, tax compliance, and seamless customer experiences while driving operational excellence.

Key Responsibilities

• Technical Transaction Auditing: Audit end-to-end customer interactions covering employee setup (W-2/1099), payroll runs, garnishments, deductions, direct deposits, ACH funding, returned transactions, and bank reconciliations.
• Tax & Compliance Verification: Evaluate the accuracy of guidance provided on IRS and US state compliance requirements, including Forms 941, 940, W-2, W-4, and 1099, as well as tax calculations and filing rejections.
• Root Cause & Trend Analysis: Conduct Root Cause Analysis (RCA) on failed payrolls, tax discrepancies, and recurring customer pain points to identify underlying operational, system, or knowledge gaps.
• Coaching & Training Alignment: Partner with Operations and Training teams to convert quality audit findings into targeted coaching plans, calibration sessions, and refresher training interventions.
• CX & Value-Add Evaluation: Assess ownership behaviors, de-escalation skills, empathy, active listening, and consultative problem-solving, including identifying relevant ecosystem attach/cross-sell opportunities.

Eligibility & Requirements

• Experience: 3 to 7 years of total experience, with a minimum of 2+ years of hands-on US Payroll operations/processing experience plus prior exposure to QA, Operational Audit, SME, or Coaching roles.
• Payroll Domain Mastery: In-depth knowledge of US payroll taxes, filings (941, 940, W-2, 1099), garnishments, gross-to-net calculations, and ACH/direct deposit funding workflows.
• Software Exposure: Experience with US accounting and payroll systems such as QuickBooks Payroll, ADP, Gusto, Paychex, Rippling, Sage, or Netsuite.
• Certifications (Preferred): CPP (Certified Payroll Professional), FPC (Fundamental Payroll Certification), or COPC Customer Experience Certification.
• Communication: Upper-Intermediate to Advanced (B2+) verbal and written English communication skills.
• Shift & Location: Willingness to work in rotational US Night Shifts from our Gurgaon office.

Perks & Benefits

• Competitive salary package + performance-based incentives.
• One-Way Cab Facility provided (Pick-up or Drop depending on shift timings).
• 5-day work week with 2 rotational off days.
• Comprehensive health and medical insurance.