Quality Assurance Specialist, Customer Care

Collectors Universe, Inc.; California; In loco; USD 30.000 - 41.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health Insurance

401(K) Matching Plan

Vacation

Holiday Pay

Employee Discounts

Flexible Hours

Fun Working Environment

Descrizione del lavoro

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.

Competenze

• 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.

Mansioni

• 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.

Conoscenze

QA experience

Analytical skills

Written and verbal communication

Independent yet collaborative

High-volume contact center

Formazione

Bachelor's degree or equivalent

Strumenti

Salesforce

Intercom/Fin

CRM systems

Quality management software

Descrizione del lavoro

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.

As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process. We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.

We’re on the lookout for 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.

Onsite Requirement:

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 opportunities
• 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
• Boost team engagement by gathering rep feedback and working with management to improve workflows
• Turn around negative customer experiences through thoughtful, strategic outreach

Who You Are:

• 4+ years in a high-volume contact center environment; hands-on QA experience 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, with the ability to identify patterns in data and turn them into actionable recommendations
• Excellent written and verbal communication skills
• Close attention to detail, with strong organizational and time management skills
• Ability to work independently and collaborate across teams
• Degree or equivalent professional experience preferred

Physical Requirements:

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time
• Hand Use: Regular hand use for various tasks
• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions
• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds
• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently
• Sitting or Standing: Ability to sit or stand for extended periods of time

Hourly 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 Vision
• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits
• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals
• Vacation: All full-time employees are eligible for paid vacation
• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays
• Employee Discounts: Employees receive discounts on select grading services for approved submissions
• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs
• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Candidates 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 aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [e-mail].

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.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [e-mail].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in September 2026. In accordance with NYC Local Law 144, a summary of the most recent independent bias audit of this tool is available from Brighthire . To request information about the type of data collected, its source, and our data retention policy, contact [e-mail].

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team. Our services span collectible trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder. Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, and France.