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 I plays a key role in ensuring high-quality service delivery for Paychex clients. The role involves monitoring client interactions, validating process adherence, analyzing trends, and supporting continuous improvement across service lines. This position requires strong attention to detail, analytical thinking, and a passion for driving service excellence.

• Evaluate calls, chats, and transaction audits to ensure compliance with Paychex quality and process standards.
• Deliver clear, actionable feedback to associates and supervisors to drive quality improvement.
• Participate in calibration sessions to maintain consistency and fairness in scoring.
• Identify and communicate root causes for recurring issues and suggest improvement measures.
• Track, compile, and analyze quality metrics and trends to highlight process gaps and opportunities.
• Partner with operations, training, and process teams to improve overall performance and client satisfaction.
• Support special audits and quality projects as assigned.
• Ensure data accuracy, documentation integrity, and timely reporting of results.
• Uphold Paychex’s core values — Integrity, Partnership, Service, Innovation, Respect and Accountability — in all tasks.

• Bachelor’s degree required or above.
• 0–2 years of experience in quality assurance, audit, payroll operations, HR/benefits processing, or related fields.
• Excellent analytical and communication skills, with the ability to provide constructive feedback effectively.
• High attention to detail, accuracy, and process compliance.
• Basic in MS Excel, reporting tools, and documentation systems.
• Flexible and adaptable to a dynamic, process-driven work environment.
• Preferred prior exposure to U.S. payroll, HR, or benefits domain is an added advantage.

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.