QA Coach - Customer Care (Onsite)

Collectors Universe, Inc.; California; On-site; USD 30,000 - 41,000; Full time

Benefits offered by this job

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Job summary

Collectors Universe, Inc. seeks a Quality Assurance Specialist for the PSA Customer Care team. This role is based onsite at our Santa Ana, CA headquarters and requires 5 days per week in the office. You will listen to calls, review emails, and coach reps to improve QA scores and CSAT.

Responsibilities include auditing interactions, partnering with Learning and Development, and driving QA program improvements while supporting overall customer care goals.

Qualifications

• This role requires 4+ years in a high-volume contact center with QA experience preferred.
• Experience with support ticketing or help center platforms (Salesforce, Intercom/Fin).
• Proficiency with CRM and quality management software; strong data analysis.

Responsibilities

• Listen to call recordings and review emails to evaluate case handling and identify coaching opportunities.
• Score interactions using QA rubric and share audit results with representatives and management.
• Deliver timely coaching while maintaining a friendly, professional tone.
• Partner with Learning and Development and Customer Care leadership to improve the QA program.
• Promote best practices across the team and identify process gaps for workflow improvements.
• Handle escalated customer concerns related to PSA Grading and Vault services.

Skills

QA experience

Analytical skills

Written and verbal communication

Independent yet collaborative

High-volume contact center

Education

Bachelor's degree or equivalent

Tools

Salesforce

Intercom/Fin

CRM systems

Quality management software

Job description

Collectors Universe, Inc. seeks a Quality Assurance Specialist for the PSA Customer Care team. This role is based onsite at our Santa Ana, CA headquarters and requires 5 days per week in the office. You will listen to calls, review emails, and coach reps to improve QA scores and CSAT.

Responsibilities include auditing interactions, partnering with Learning and Development, and driving QA program improvements while supporting overall customer care goals.