Quality Assurance Specialist, PSA Customer Relations at Collectors

Santa Ana, California, United States

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Collectibles, Customer ServiceIndustries

Requirements

2+ years of experience in quality assurance, customer service, or related field
Proven experience evaluating customer interactions and providing constructive feedback
Strong analytical skills with the ability to identify patterns and draw actionable insights from data
Excellent written and verbal communication skills
Proficiency with quality management software, CRM systems, and Microsoft Office Suite
High attention to detail with strong organizational and time management abilities
Ability to work independently and collaborate effectively across teams
Experience with customer service platforms (Salesforce) preferred
Background in coaching or training customer service teams preferred
Familiarity with contact center metrics and industry best practices preferred
Experience with data visualization tools preferred
Understanding of compliance requirements in customer service environment preferred
Physical ability for computer use (typing, mouse work, sitting, looking at screen for long periods), regular hand use, and hearing requirements

Responsibilities

Conduct systematic evaluations of customer service interactions across multiple channels (phone, email, chat)
Review and score agent performance against established quality criteria and KPIs
Identify trends in service quality, customer sentiment, and common issue resolution patterns
Maintain accurate documentation of all quality assessments and findings
Provide constructive, actionable feedback to customer relations representatives through one-on-one coaching sessions
Deliver calibration sessions to ensure consistent quality standards across the team
Create targeted training materials based on identified skill gaps and recurring issues
Partner with training teams to develop and refine onboarding and ongoing education programs
Analyze quality data to identify root causes of service failures and opportunities for improvement
Recommend and implement process enhancements to improve customer satisfaction and operational efficiency
Collaborate with leadership to establish and refine quality standards, evaluation criteria, and performance metrics
Participate in cross-functional projects to enhance the overall customer experience
Generate regular quality reports with insights on team performance, trends, and improvement opportunities
Track and report on key metrics including quality scores, CSAT, response times, and resolution rates
Present findings and recommendations to management and stakeholders
Maintain quality assurance dashboards and ensure data accuracy

Skills

Quality Monitoring

Customer Service Evaluation

Performance Scoring

KPIs

Trend Analysis

Coaching

Feedback Delivery

Calibration Sessions

Training Materials

Customer Relations

Phone Support

Email Support

Chat Support

Collectors

Authenticates and grades collectibles items

About Collectors

Collectors.com specializes in the authentication and grading of valuable collectibles, including coins, sports cards, and memorabilia. The company assesses the condition and authenticity of these items, which is essential for determining their market value. Using advanced technologies like computer vision and machine learning, Collectors.com automates the grading process, enhancing both speed and accuracy. This service is crucial for individual collectors, dealers, and investors who want to ensure the quality of their items. Unlike many competitors, Collectors.com not only provides grading services but also offers a subscription model for access to valuable data insights on collectible prices and trends. The company's goal is to support the growing demand for collectible authentication while ensuring employee well-being through competitive benefits.

Santa Ana, CaliforniaHeadquarters

1986Year Founded

$100MTotal Funding

POST_IPO_DEBTCompany Stage

Data & Analytics, AI & Machine LearningIndustries

501-1,000Employees

Benefits

Health Insurance

401(K) Company Match

Paid Vacation

Paid Holidays

Employee Discounts

Flexible Work Hours

Fun Working Environment

Risks

Rising competition from Beckett Grading Services threatens market share.

Counterfeit collectibles pose a threat to Collectors' credibility.

Economic downturns may reduce demand for Collectors' services.

Differentiation

Collectors integrates AI and machine learning for precise grading and authentication.

Partnerships with eBay and GameStop enhance Collectors' market reach and service offerings.

Collectors offers a comprehensive marketplace with grading, vaulting, and selling services.

Upsides

Increased interest in digital collectibles boosts demand for authentication services.

Fractional ownership trends create new opportunities for grading and authentication.

Growing popularity of online marketplaces expands Collectors' service reach.

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