Quality Assurance Specialist, Customer Care

Collectors • Santa Ana, CA

26d • Onsite

About The Position

Collectors is hiring a Quality Assurance Specialist for its PSA Customer Care team. The role provides customer care and quality assurance support for customers worldwide. The specialist evaluates customer interactions, coaches representatives, improves case-handling practices and the QA program, and helps resolve customer concerns. The position reports to the Customer Care Manager and is full-time, onsite five days per week at the company’s Santa Ana, California headquarters.

Requirements

• At least 4 years of experience in a high-volume contact center environment; hands-on QA experience is strongly preferred.
• 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 identifying patterns in data and turning 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.
• Candidates must be authorized to work in the United States.
• Ability to type, use a mouse, and sit and look at a computer for potentially long periods.
• Regular use of hands for various tasks.
• Ability to hear alarms, signals, and verbal instructions.
• Ability to lift, carry, and move materials weighing up to 40 pounds.
• Ability to talk on the phone and text, and to operate a computer and phone system efficiently using manual dexterity.
• Ability to sit or stand for extended periods.

Nice To Haves

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

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 in a friendly and professional manner, including when feedback is difficult.
• Partner with Learning and Development and Customer Care leadership to 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 improve 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 available on many teams, with accommodation of employee needs where possible.
• Team celebrations, holiday events, and team-building activities.

What This Job Offers

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