Quality Review Specialist

Talentoma; New Orleans (LA); Remote; USD 39,000 - 55,000; Full time

Benefits offered by this job

Fully remote work

Onboarding and training

Regular team check-ins

Health coverage and 401(k)

Bonus opportunities

Job summary

Talentoma is seeking a Quality Review Specialist for a fully remote position based in Louisiana. The role focuses on accurate assessments, consistent scoring, and actionable feedback within the quality assurance team.

Collaboration with customer service, supervisors, and trainers is required, with a 40-hour weekly commitment and varying shifts. Responsibilities include sampling, context verification, evaluating against criteria, and documenting evidence.

Qualifications

• High school diploma or equivalent required.
• 1-2 years in quality review or related support is preferred.
• Familiarity with review checklists and scoring guides.
• Ability to enter results accurately and link to evidence.
• Clear written communication for feedback and calibration.
• Availability for 40-hour weekly commitment.

Responsibilities

• Receive samples and confirm review scope.
• Open conversation and history for context.
• Compare responses to product/service info for accuracy and tone.
• Evaluate notes and closure details against the checklist.
• Apply scoring guide and record evidence for deductions.
• Enter scores and explanations in Excel with references.
• Provide constructive feedback to supervisors.
• Escalate unclear criteria to QA lead.
• Track corrections and follow up with supervisors.
• Participate in calibration discussions and summarize findings.

Education

High school diploma or equivalent

1-2 years quality review or related support experience

Ability to navigate support software and spreadsheets

Clear written communication for feedback

Observational judgment and calibration participation

Evidence-based scoring and traceability

Job description

Job Title: Quality Review Specialist

Monthly Pay: $3,533 - $4,962 USD per month

Summary:

Accurate assessments, consistent scoring, and clear feedback are the standards that define good work in this role. The Quality Review Specialist checks completed customer service tickets against established review criteria to help improve service consistency. This position sits within the quality assurance team and works under a quality assurance team lead. It collaborates with customer service representatives, support supervisors, and trainers to clarify findings and support corrections. This fully remote position offers work from home in Louisiana, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

Job Responsibilities:

• Receive assigned samples of completed customer service tickets through a review queue, confirming the review scope, evaluation criteria, and expected completion order before starting.
• Open the relevant customer conversation and service history in a support platform such as Freshdesk, checking that the sample includes enough context for assessment.
• Compare responses with approved product or service information, checking answer accuracy, tone, resolution steps, and whether the representative addressed the customer's original question.
• Evaluate ticket notes, categorization, and closure details against the review checklist, distinguishing missing information from an incorrect response or an unfinished service action.
• Apply the approved scoring guide consistently, recording evidence for each deduction and avoiding assumptions about actions that are not visible in the ticket.
• Enter scores and review findings using a spreadsheets and data entry tool such as Microsoft Excel, keeping ticket references and explanations aligned for later checks.
• Send specific, constructive feedback to support supervisors, explaining the observed issue, the relevant review criterion, and what a satisfactory correction would include.
• Escalate unclear scoring criteria, conflicting reference information, or recurring service errors to the quality assurance team lead before making unsupported scoring decisions.
• Track requested corrections, follow up with the responsible supervisor when clarification is outstanding, and review updated tickets before marking review actions complete.
• Participate in scoring calibration discussions and summarize recurring findings for trainers; review quality is judged by scoring accuracy, turnaround, complete notes, and timely follow-up.

Qualifications:

• High school diploma or equivalent.
• About 1-2 years of quality review, customer support evaluation, or closely related service experience preferred.
• Familiarity with customer service tickets, written customer conversations, resolution notes, and approved product or service references.
• Understanding of review checklists, scoring guides, sample selection instructions, and the importance of applying the same standards across comparable work.
• Ability to navigate support software and spreadsheets, enter review results accurately, and maintain clear links between scores and supporting evidence.
• Clear written communication for factual feedback, plus the ability to discuss scoring differences respectfully during calibration sessions.
• Ability to recognize recurring issues, separate observations from assumptions, and seek guidance when evidence does not support a clear conclusion.
• A 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.

Perks & Benefits:

• Fully remote work focused on desk-based ticket review and collaboration from home.
• Structured onboarding and training on the named systems, review checklists, scoring methods, and feedback expectations.
• Regular check-ins with the team lead to discuss questions, review consistency, and development priorities.
• Opportunities to build quality evaluation, evidence-based scoring, constructive feedback, and service assessment skills through routine review work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.