Job Details

Quality Assurance SpecialistWe're on the lookout for a Quality Assurance Specialist to join our PSA Customer Care team to provide world class customer care to our customers around the world.You'll report to the Customer Care Manager and work full-time onsite 5 days a week from our Santa Ana, CA headquarters.This role requires you to be onsite in the office 5 days per week.What You'll Do:Listen to call recordings and review email correspondence to evaluate case handling and identify coaching opportunitiesScore interactions using our QA rubric and share audit results with representatives and managementDeliver timely, constructive coaching, even when the feedback is difficult, while keeping communication friendly and professionalPartner with Learning and Development and Customer Care leadership to continuously improve the QA programPromote case handling best practices and procedures across the teamIdentify process gaps and recommend tools, resources, or workflow changes that help reps succeedResearch and resolve escalated customer concerns, complaints, and pending issuesHandle customer inquiries by phone and email related to PSA Grading and Vault servicesRaise QA scores over time through direct, timely coachingImprove CSAT by reinforcing customer service best practices and soft skillsBoost team engagement by gathering rep feedback and working with management to improve workflowsTurn around negative customer experiences through thoughtful, strategic outreachWho You Are:4+ years in a high-volume contact center environment; hands-on QA experience strongly preferredExperience with support ticketing or help center platforms (such as Salesforce and Intercom/Fin)Proficiency with quality management software, CRM systems, and Microsoft Office SuiteStrong analytical skills, with the ability to identify patterns in data and turn them into actionable recommendationsExcellent written and verbal communication skillsClose attention to detail, with strong organizational and time management skillsAbility to work independently and collaborate across teamsDegree or equivalent professional experience preferredPhysical Requirements:Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of timeHand Use: Regular hand use for various tasksHearing Requirements: Ability to hear alarms, signals, and verbal instructionsLifting and Carrying: Ability to lift, carry, and move materials up to 40 poundsPhone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficientlySitting or Standing: Ability to sit or stand for extended periods of timeHourly Rate :The reasonable estimated hourly rate for this position is $26. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.Reasons To Join Us:Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and VisionAdditional Benefits:Full-time employees are eligible for fertility, commuter, and educational assistance benefits401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goalsVacation: All full-time employees are eligible for paid vacationHoliday Pay: All regular, full-time employees are eligible for ten company paid holidaysEmployee Discounts: Employees receive discounts on select grading services for approved submissionsFlexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needsFun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activitiesCandidates must be authorized to work in the United States.Collectors uses e-Verify to validate your ability to work legally in the United States.We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.