Remote Customer Service QA Specialist

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

Benefits offered by this job

Fully remote work from home

Structured onboarding and training

Regular check-ins with team lead

Professional development opportunities

Health coverage, paid leave, 401(k), a

Job summary

Talentoma is hiring a Quality Assurance Representative for a fully remote, desk-based position offering work from home in Louisiana, United States. The role requires a 40-hour weekly commitment and involves evaluating customer service interactions to ensure accuracy and quality across the support team.

Responsibilities include reviewing tickets in Zendesk, scoring against quality criteria, documenting findings, and providing actionable feedback to representatives and supervisors.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in customer service or administrative support is preferred.
• Familiarity with customer service standards, evaluation scorecards, and the difference between an observable issue and a personal preference.
• Ability to navigate Zendesk, locate conversation history, and enter clear evaluation notes after training.
• Clear written and verbal communication for explaining findings and asking neutral clarification questions.

Responsibilities

• Receive assigned service tickets and reviews, confirming scope and completion order.
• Open conversations in Zendesk and compare responses with approved information and quality scorecard.
• Check whether representatives understood questions, provided accurate answers, and explained next steps clearly.
• Record evaluation scores, examples, missing information, and concise explanations for traceability.
• Communicate results to customer service reps with factual, respectful language.
• Refer uncertain scoring or recurring concerns to the QA team lead.
• Coordinate clarification requests with supervisors and training colleagues.
• Follow up on corrections and unanswered questions, updating status as needed.
• Summarize recurring quality themes for team discussions with examples.
• Complete final checks before closing evaluations, ensuring accuracy and completeness.

Skills

Clear written and verbal communication

Attention to detail

Remote work discipline

Discretion handling information

Education

High school diploma or equivalent

Tools

Zendesk

Job description

Talentoma is hiring a Quality Assurance Representative for a fully remote, desk-based position offering work from home in Louisiana, United States. The role requires a 40-hour weekly commitment and involves evaluating customer service interactions to ensure accuracy and quality across the support team.

Responsibilities include reviewing tickets in Zendesk, scoring against quality criteria, documenting findings, and providing actionable feedback to representatives and supervisors.