Quality Assurance Auditor (Operations)

Clipboard Health; Caen; À distance; EUR 40 000 - 70 000; Plein temps

Résumé du poste

Ein innovatives Unternehmen sucht einen Quality Assurance Auditor, um die Qualität im Bereich Worker Operations zu sichern. In dieser spannenden Rolle sind Sie verantwortlich für die Durchführung von Audits, das Identifizieren von Qualitätslücken und das Bereitstellen von strukturiertem Feedback. Sie arbeiten eng mit verschiedenen Teams zusammen, um hohe Standards zu gewährleisten und kontinuierliche Verbesserungen zu fördern. In einem dynamischen, globalen Umfeld haben Sie die Möglichkeit, einen bedeutenden Einfluss auf die Erfahrung der Fachkräfte zu nehmen, die auf der Plattform arbeiten. Wenn Sie detailorientiert sind und eine Leidenschaft für Qualität haben, ist dies die perfekte Gelegenheit für Sie.

Qualifications

• Mindestens 2 Jahre Erfahrung in der Qualitätssicherung mit Audits und Feedback.
• Erfahrung im Kundenservice mit einem Fokus auf Exzellenz.

Responsabilités

• Audits von Agenteninteraktionen mit Präzision und Konsistenz.
• Identifikation von Qualitätslücken und Dokumentation klarer Rückmeldungen.

Connaissances

Qualitätssicherung

Kundenservice

Detailorientierung

Strukturierte Kommunikation

Prozessorientierung

Kundenorientiertes Denken

Outils

Zendesk

Metabase

Description du poste

Why Clipboard Health Exists:

We exist to lift as many people up the socioeconomic ladder as possible. We dramatically improve lives by letting healthcare professionals turn extra time and ambition into career growth and financial opportunity. We achieve this with our app-based marketplace that connects healthcare facilities and healthcare professionals, allowing professionals to book on-demand shifts and facilities to access on-demand talent.

About Clipboard Health:

Clipboard Health is a fast-growing Series C marketplace. We are a leader in our Long Term Care vertical and are expanding into several others (Dental Offices, Schools, etc).
We are a YC Top Company with a global, remote team of 600+ people. We have been profitable since 2022, and fill millions of shifts annually at partner workplaces across the US, where tens of thousands of professionals work with us every year.
We are looking for your help to keep growing so we can serve more professionals and workplaces.
To learn more about us, take a look at our website here.

Where? Anywhere in the world — this is a 100% remote position.

About the Role:

Worker Operations is the team that owns end-to-end operations and support for the supply side (the workers) of our marketplace. We’re a global team of over 300, serving 60,000+ (and growing) active professionals on our platform. As a Quality Assurance (QA) Auditor, your role is to protect the frontline experience by identifying where our systems, support, or people fall short and ensuring we fix it fast.

Your core responsibility is to uphold and improve quality across Worker Operations. You’ll do this by auditing tickets, phone calls, and chat transcripts for compliance, tone, and operational accuracy. You’re rigorous in your assessments, clear in your documentation, and able to spot trends others miss.This is a hybrid QA role, meaning that while your primary focus is auditing and quality improvement, you may occasionally be asked to support the queue (calls or chats) during spikes.

To prepare, QA Auditors typically undergo our standard six-week agent training, but in certain cases, a condensed version may be delivered tailored to the role’s scope and your experience to ensure onboarding is sustainable while still comprehensive.

Day-to-Day Responsibilities:

• Audit agent interactions (calls, tickets, chats) with precision and consistency, using QA rubrics to assess tone, compliance, and operational accuracy
• Identify quality gaps, tone mismatches, and compliance issues, then surface trends and patterns to relevant Team Leads and QA Leads
• Deliver clear, structured feedback through written quality reviews and coaching notes that drive agent growth and uphold our standards
• Partner cross-functionally with Support TLs and QA Leads to align on expectations, calibrate scoring, and support team-wide quality improvement
• Monitor and support improvement plans, tracking progress and flagging ongoing issues or breakdowns in performance or process
• Contribute to the evolution of QA processes, including the continuous refinement of scorecards, audit workflows, and documentation standards
• Facilitate calibration sessions to ensure consistency across QA scoring and feedback delivery
• Act as a quality gatekeeper, helping ensure that every worker interaction meets or exceeds our bar before it reaches the frontline
• Support frontline queues on occasion, jumping into chats or calls as needed to stay grounded in the user experience and provide operational backup

Profile Must Haves:

• +2 years of quality assurance experience – You’ve done audits before, delivered structured feedback, and held teams accountable to high standards
• +2 years of customer service or support experience – You understand what excellence looks like on the frontlines
• Sharp attention to detail – You spot what others miss and document it clearly
• Structured thinker, strong communicator – You give clean feedback and explain exactly why something needs to change
• Resilient under pressure – You can audit, document, and follow up—without losing momentum during busy periods
• Process-driven – You believe quality isn’t just about coaching people, but fixing broken systems
• Customer-centric mindset – You evaluate everything through the lens of worker experience and satisfaction
• Comfortable using tools – You can navigate Zendesk, Metabase, or similar platforms with ease

System Requirements:

• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB RAM
• Quiet working environment
• Steady power and internet connection

We operate 24/7 and follow a rotating roster. The expectation is that individuals should be able to work overlapping hours with EST/PST time zones and be available for weekend shifts if needed.