Quality Review Specialist

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

Benefits offered by this job

Fully remote work

Structured onboarding

Regular check-ins

Skill-building opportunities

Health coverage

Job summary

Sales Match is seeking a Quality Review Specialist to assess customer service tickets against established criteria. The role sits within the quality assurance team and collaborates with representatives, supervisors, and trainers.

Fully remote with work-from-home in Louisiana, it requires a 40-hour week and consistent scoring and feedback. Responsibilities include sampling, context verification, score application, and constructive feedback, with collaboration on calibration discussions and

Qualifications

• 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 references.

Responsibilities

• Receive samples of completed tickets through a review queue and confirm scope and criteria before starting.
• Open the relevant conversation and history in a support platform ensuring context is sufficient for assessment.
• Compare responses with approved info, verify accuracy, tone, and whether the original question was addressed.
• Evaluate notes, categorization, and closure details against the checklist and note missing information or incorrect actions.
• Apply the scoring guide consistently and record evidence for each deduction.
• Enter scores and findings in spreadsheets, maintaining references and explanations for audits.
• Provide specific, constructive feedback to supervisors with clear examples of issues and corrections.
• Escalate unclear criteria or recurring errors to the QA lead before making final scoring decisions.
• Track corrections, follow up with supervisors, and review updated tickets before completion.
• Participate in calibration discussions and summarize recurring findings for trainers.

Skills

Quality review

Ticket evaluation

Feedback writing

Calibration participation

Education

High school diploma or equivalent

Tools

Freshdesk

Excel

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.