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 & Perks

- 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.

📌 SMB Payroll Quality Analyst - Specialist (US Payroll) (Gurugram)
🏢 Jobography Recruiting Services
📍 Gurugram