Quality Assurance Representative

Talentoma; New York (NY); Remote; USD 43,000 - 64,000; Full time

Benefits offered by this job

Health coverage

Paid leave

Stipends

Job summary

Talentoma seeks a Quality Assurance Representative to review customer interactions, ensuring adherence to service standards and providing actionable feedback. The role partners with support teams and training partners, functioning fully remotely from New York, with a 40-hour work week and varying shifts.

The ideal candidate has a high school diploma and an interest in evaluating guidance against established criteria, using Freshdesk, Genesys, and Excel in daily workflows.

Qualifications

• High school diploma or equivalent.
• Entry level: no experience required, related experience preferred.
• Ability to distinguish clear, complete customer guidance from responses that need improvement.
• Familiarity with Freshdesk or willingness to learn its review features.
• Familiarity with Genesys or willingness to learn call-review tools.
• Ability to use spreadsheets and data entry such as Microsoft Excel.
• Clear written and verbal communication for sharing factual, respectful feedback with support teams.
• Authorization to work in the United States.
• Fully remote work from a home-based workspace in New York, United States.

Responsibilities

• Receive assigned review work through a quality review queue, including customer calls, emails, chats, and service tickets.
• Examine interactions for accurate product or service information, clear explanations, appropriate tone, and complete next-step guidance.
• Compare reviewed work against current service standards, review guides, and approved support resources.
• Use a support platform such as Freshdesk to locate ticket history, interaction context, and notes connected to each review.
• Listen to recorded calls through a contact-center phone system such as Genesys and assess whether representatives addressed customer questions thoroughly.
• Enter review outcomes, observations, and constructive feedback using spreadsheets and data entry such as Microsoft Excel.
• Identify missing details, unclear responses, or repeated service gaps and prepare concise examples for discussion.
• Follow up with support representatives when clarification is needed and route recurring concerns to the quality assurance team lead.
• Escalate urgent patterns that may affect customer understanding or service consistency to the quality assurance team lead and appropriate support lead.
• Participate in calibration discussions to apply review standards consistently across customer interactions and align feedback language with current team guidance.
• Meet expectations for accurate evaluations, timely turnaround, complete notes, and documented follow-up.

Education

High school diploma or equivalent

Tools

Freshdesk

Genesys

Microsoft Excel

Job description

Job Title: Quality Assurance Representative

Monthly Pay: $3,868 - $5,777 USD per month

Accurate answers and complete notes are at the center of this role. The Quality Assurance Representative reviews customer interactions and service tickets to determine whether established service standards were followed and to help teams deliver dependable support. This role sits within the quality assurance team and works under a quality assurance team lead. The representative partners with support representatives, support team leads, and training partners, and is fully remote, work from home, in New York, United States. By applying the same criteria to each review, the position helps identify coaching opportunities, strengthens consistent support practices, and gives team leads useful visibility into service quality trends. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive assigned review work through a quality review queue, including customer calls, emails, chats, and service tickets.
• Examine interactions for accurate product or service information, clear explanations, appropriate tone, and complete next-step guidance.
• Compare reviewed work against current service standards, review guides, and approved support resources.
• Use a support platform such as Freshdesk to locate ticket history, interaction context, and notes connected to each review.
• Listen to recorded calls through a contact-center phone system such as Genesys and assess whether representatives addressed customer questions thoroughly.
• Enter review outcomes, observations, and constructive feedback using spreadsheets and data entry such as Microsoft Excel.
• Identify missing details, unclear responses, or repeated service gaps and prepare concise examples for discussion.
• Follow up with support representatives when clarification is needed and route recurring concerns to the quality assurance team lead.
• Escalate urgent patterns that may affect customer understanding or service consistency to the quality assurance team lead and appropriate support lead.
• Participate in calibration discussions to apply review standards consistently across customer interactions and align feedback language with current team guidance.
• Meet expectations for accurate evaluations, timely turnaround, complete notes, and documented follow-up.

Qualifications:

• High school diploma or equivalent.
• Entry level: no experience required, related experience preferred.
• Interest in reviewing customer interactions against written service standards and evaluation criteria.
• Ability to distinguish clear, complete customer guidance from responses that need improvement.
• Familiarity with a support platform such as Freshdesk or willingness to learn its review features.
• Familiarity with a contact-center phone system such as Genesys or willingness to learn call-review tools.
• Ability to use spreadsheets and data entry such as Microsoft Excel for review outcomes and feedback notes.
• Clear written and verbal communication for sharing factual, respectful feedback with support teams.
• Reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.
• Fully remote work from a home-based workspace in New York, United States.
• Structured onboarding and training on Freshdesk, Genesys, Microsoft Excel, review guides, and evaluation practices.
• Regular check-ins with the quality assurance team lead to discuss progress and questions.
• Opportunities to build interaction evaluation, feedback delivery, calibration, and service-standard interpretation skills.
• Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.

Health coverage, paid leave, maternity leave, bonus opportunities, and stipends.