Quality Assurance Specialist, Customer Care

Collaborative Solutions • Santa Ana, CA

24d • Onsite

About The Position

Collectors is seeking a Quality Assurance Specialist to join the PSA Customer Care team and provide customer care to customers worldwide. The role evaluates customer interactions, coaches representatives, and partners with Customer Care leadership and Learning and Development to improve the quality assurance program and customer experience. The specialist also handles customer inquiries and resolves escalated concerns related to PSA Grading and Vault services.

This is a full-time, onsite position at the company’s Santa Ana, California headquarters, five days per week. The position reports to the Customer Care Manager. The estimated hourly rate is $26, with actual compensation varying based on factors such as location, job level, experience, and skills.

Requirements

• At least 4 years of experience in a high-volume contact center environment.
• Experience with support ticketing or help center platforms, such as Salesforce and Intercom/Fin.
• Proficiency with quality management software, CRM systems, and Microsoft Office Suite.
• Strong analytical skills, including the ability to identify patterns in data and turn them into actionable recommendations.
• Excellent written and verbal communication skills.
• Close attention to detail and strong organizational and time management skills.
• Ability to work independently and collaborate across teams.
• Ability to meet the listed physical requirements, including extended computer use and sitting or standing, regular hand use, hearing alarms and verbal instructions, lifting and moving materials up to 40 pounds, and using a computer and phone system efficiently.
• Authorization to work in the United States.

Nice To Haves

• Hands-on quality assurance experience is strongly preferred.
• A degree or equivalent professional experience is preferred.

Responsibilities

• Listen to call recordings and review email correspondence to evaluate case handling and identify coaching opportunities.
• Score interactions using the QA rubric and share audit results with representatives and management.
• Provide timely, constructive coaching while maintaining friendly and professional communication.
• Partner with Learning and Development and Customer Care leadership to continuously improve the QA program.
• Promote case-handling best practices and procedures across the team.
• Identify process gaps and recommend tools, resources, or workflow changes to help representatives succeed.
• Research and resolve escalated customer concerns, complaints, and pending issues.
• Handle customer inquiries by phone and email related to PSA Grading and Vault services.
• Raise QA scores through direct, timely coaching.
• Improve CSAT by reinforcing customer service best practices and soft skills.
• Gather representative feedback and work with management to improve workflows and team engagement.
• Use thoughtful, strategic outreach to turn around negative customer experiences.

Benefits

• Medical, dental, and vision insurance enrollment for full-time employees.
• Fertility, commuter, and educational assistance benefits for full-time employees.
• 401(k) matching plan.
• Paid vacation for full-time employees.
• Ten company-paid holidays for regular, full-time employees.
• Discounts on select grading services for approved submissions.
• Flexible schedules with varying shifts are offered by many teams, with efforts to accommodate employee needs.
• Celebrations, holiday events, and team-building activities.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed