Remote Quality Assurance Reviewer

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

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