Description

Job Title: Quality Assurance Auditor

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.

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