Quality Assurance Auditor

Summary

Join Clipboard Health, a fast-growing, profitable company, as a Quality Assurance (QA) Auditor and contribute to their mission of improving healthcare professionals' lives. As a QA Auditor, you will play a crucial role in upholding and enhancing the quality of worker operations by reviewing interactions, identifying gaps, and providing actionable feedback to agents and team leads. You will also contribute to the development of quality standards and processes, ensuring a positive experience for healthcare professionals on the platform.

Requirements

• You’ve done audits before, delivered structured feedback, and held teams accountable to high standards
• You understand what excellence looks like on the frontlines
• You spot what others miss and document it clearly
• You give clean feedback and explain exactly why something needs to change
• You can audit, document, and follow up—without losing momentum during busy periods
• You believe quality isn’t just about coaching people, but fixing broken systems
• You evaluate everything through the lens of worker experience and satisfaction
• You can navigate Zendesk, Metabase, or similar platforms with ease
• Minimum 15Mbps wired internet connection
• Minimum i5 processor or equivalent
• Minimum 12GB RAM
• Quiet working environment
• Steady power and internet connection

Responsibilities

• Audit agent interactions (calls, tickets, chats) against QA rubrics with precision and consistency
• Identify quality gaps, tone mismatches, and compliance misses—and surface patterns to relevant team leads
• Partner with Support Team Leads and Quality Leads to deliver structured feedback, align on quality standards, and support agent development
• Deliver written quality reviews and coaching notes that are clear, actionable, and aligned with our standards
• Contribute to the ongoing improvement of QA scorecards and audit processes
• Track team-wide and individual audit results, flagging repeat issues and process breakdowns
• Help QA Leads with calibration sessions to ensure scoring consistency across the team
• Monitor agent improvement plans and provide updates on progress or ongoing misses
• Act as a quality gatekeeper—no interaction goes out without passing the bar