Imagine Your Future with Us! Since 1971, Paychex has been at the forefront of simplifying HR, payroll, and benefits for American businesses. Our digital HR technology and advisory solutions cater to the changing needs of employers and their employees. With our award-winning training and endless opportunities for growth and development, you can build a lifelong career with us. We pride ourselves on fostering an inclusive and innovative culture. Our leaders are here to support your career journey; they and our dedicated employees embody the values that drive us to support each other, our clients, and our communities. Join us to pursue your passion and unleash your potential.

The Quality Assurance Specialist II is responsible for performing complex quality audits, identifying process gaps, analyzing error trends, and providing feedback to drive operational excellence. This role ensures accuracy, compliance, and service quality across payroll, HR, benefits, and insurance processes. The Specialist II also contributes to continuous improvement initiatives, coaching support, and cross-functional collaboration using structured quality frameworks.

• Conduct detailed transactional and process audits across payroll, HR, benefits, and insurance workflows.
• Analyze defects, trends, and root causes; perform structured Root Cause Analysis (RCA) and document insights.
• Provide coaching and constructive feedback to teams based on audit results.
• Drive corrective and preventive actions (CAPA) using RCA findings.
• Support process improvement initiatives to enhance accuracy, quality, and compliance.
• Collaborate with supervisors, SMEs, and training teams to address performance gaps.
• Ensure audit documentation is complete, accurate, and aligned with organizational standards.
• Assist in developing and refining audit checklists, QA scorecards, and quality frameworks.
• Participate in calibration sessions to ensure scoring consistency across teams.
• Work on special quality projects or cross-functional initiatives based on business needs.
• Ensure adherence to SLAs, quality targets, and compliance guidelines.

• Bachelor’s degree or equivalent professional experience.
• 2+ years of experience in quality assurance, audit, payroll operations, HR/benefits processing, or related fields.
• Strong knowledge of Root Cause Analysis (RCA) techniques such as 5 Whys, Fishbone, Pareto, and data-based RCA.
• Experience providing structured coaching and feedback based on audit findings.
• Experience in quality frameworks, including COPC, ISO 9001, internal QA scorecards, and process audit frameworks.
• Strong analytical and problem-solving skills with ability to interpret data and identify trends.
• High attention to detail and accuracy in scoring, documentation, and reporting.
• Proficiency in Microsoft Excel, reporting tools, and QA/audit platforms.
• Strong communication skills—written and verbal—with ability to deliver clear and actionable insights.
• Good understanding of payroll, HR, benefits & insurance operations and compliance standards.

Act with uncompromising integrity.

Provide outstanding service and build trusted relationships.

Drive innovation in our products and services and continually improve our processes.

Work in partnership and support each other.

Be personally accountable and deliver on commitments.

Treat each other with respect and dignity.

At Paychex, we know that great talent comes in many forms. If you're passionate about the role but don't check every box, we still encourage you to apply. You might be the right fit - either for this position or another opportunity with us.


Paychex is an equal opportunity employer. We are committed to fostering a respectful and inclusive workplace where all individuals are treated fairly and evaluated based on their qualifications, experience, and merit. We comply with all applicable federal, state, and local laws prohibiting discrimination in employment.