QA Auditor Operations Remote

Join a global, fully remote team as a Quality Assurance Auditor (Operations), dedicated to upholding and improving the quality of support for 60,000+ professionals worldwide. In this pivotal role, you will audit frontline interactions, identify quality gaps, and drive continuous improvement across operational processes. You'll collaborate with cross-functional teams, deliver structured feedback, and ensure every worker receives exceptional service. This hybrid QA position also provides the opportunity to support live queues, keeping you connected with real user experiences.

Key Responsibilities

• Audit agent interactions (calls, tickets, chats) for compliance, tone, and operational accuracy using QA rubrics
• Identify and document quality gaps, compliance issues, and surface key trends to leadership
• Deliver clear, actionable feedback and coaching notes to drive agent growth and maintain standards
• Collaborate with Support Team Leads and QA Leads to calibrate scoring and support quality initiatives
• Monitor improvement plans, track progress, and flag ongoing performance or process issues
• Contribute to the refinement of QA scorecards, workflows, and documentation standards
• Facilitate calibration sessions to ensure consistency in QA scoring and feedback
• Support frontline queues during high-volume periods to maintain alignment with user needs

Required Skills & Qualifications

• 2+ years of quality assurance auditing experience, including structured feedback delivery
• 2+ years in customer service or support roles with a proven track record of frontline excellence
• Exceptional attention to detail and documentation skills
• Strong written and verbal communication; able to explain feedback and improvements clearly
• Resilience and consistency under pressure, especially during busy periods
• Process-driven mindset focused on system and workflow improvements
• Customer-centric approach with a focus on worker satisfaction
• Proficiency in tools such as Zendesk, Metabase, or similar platforms
• Ability to work rotating rosters, with overlapping EST/PST hours and weekend availability
• Meets technical requirements: minimum 15Mbps wired internet, i5 processor or equivalent, 12GB RAM, quiet working environment