Onsite Quality Assurance Specialist, Customer Care — Santa Ana

Collectors Holdings, Inc.; Santa Ana (CA); Presencial; USD 36.000 - 41.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health Insurance

Dental, Vision Insurance

401(k) Matching

Paid Vacation

Paid Holidays

Employee Discounts

Flexible Hours

Team Building

Descripción de la vacante

Collectors is seeking a Quality Assurance Specialist for our Santa Ana, CA-based PSA Customer Care team. You will evaluate call and email handling, deliver targeted coaching, and drive QA improvements across a global customer base.

This onsite role reports to the Customer Care Manager and requires 5 days in the Santa Ana office. Ideal candidates have 4+ years in high-volume environments, experience with Salesforce and Intercom/Fin, and strong analytical and communication skills.

Formación

• 4+ years 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.

Responsabilidades

• Listen to call recordings and review email correspondence to evaluate case handling.
• Score interactions using our QA rubric and share audit results with representatives and management.
• Deliver timely, constructive coaching, even when the feedback is difficult, while keeping communication friendly and professional.
• 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 that help reps 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 over time through direct, timely coaching.
• Improve CSAT by reinforcing customer service best practices and soft skills.

Conocimientos

Contact center experience

Salesforce

Intercom/Fin

Quality management software

CRM systems

Microsoft Office

Analytical skills

Written and verbal communication

Descripción del empleo

Collectors is seeking a Quality Assurance Specialist for our Santa Ana, CA-based PSA Customer Care team. You will evaluate call and email handling, deliver targeted coaching, and drive QA improvements across a global customer base.

This onsite role reports to the Customer Care Manager and requires 5 days in the Santa Ana office. Ideal candidates have 4+ years in high-volume environments, experience with Salesforce and Intercom/Fin, and strong analytical and communication skills.