Quality Assurance Specialist, PSA Customer Relations

Collectors is the leading creator of innovative technology that provides value-added services for collectors worldwide. We grade, authenticate, vault, and sell millions of record-setting collectibles, all while modernizing and digitalizing the process to further our mission of helping collectors pursue their passions. We’re always on the lookout for talented people to join our growing team.

Our services span collectible coins, trading cards, Funko Pops!, video games, event tickets, autographs, and memorabilia. Our subsidiaries include PSA, PCGS, SGC, and Card Ladder.

Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 1,900 people across our headquarters in Santa Ana and offices in Jersey City, Tokyo, Shanghai, Hong Kong, Toronto, Guadalajara, Dallas, and Paris.

We are seeking a detail-oriented Quality Assurance Specialist to join our PSA Customer Relations team to monitor, evaluate, and enhance the quality of our customer relations interactions. This role is critical to maintaining service excellence, ensuring compliance with company standards, and driving continuous improvement across our customer support operations.

You’ll report to the Assistant Manager, Customer Relations and work from our Santa Ana, CA office.

What You’ll Do:

• Quality Monitoring & Evaluation

  • 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

• Coaching & Development

  • 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

• Process Improvement

  • 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

• Reporting & Analytics

  • 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

Who You Are:

• 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 Requirements:

• Computer Use: Typing, mouse work, and sitting and looking at a computer potentially for long periods of time.

• Hand Use: Regular hand use for various tasks.

• Hearing Requirements: Ability to hear alarms, signals, and verbal instructions.

• Lifting and Carrying: Ability to lift, carry, and move materials up to 40 pounds.

• Phone Answering: Talking on the phone and texting may be required, as well as manual dexterity to operate a computer and phone system efficiently. 

• Sitting or Standing: Ability to sit or stand for extended periods of time.

Hourly Range: The hourly range for this position is $23 - $28. Actual compensation in this range will be based on a variety of non-discriminatory factors, including location, job level, prior experience, and skill sets.

Reasons To Join Us:

• Health Insurance: All full-time employees are eligible to enroll in Medical, Dental, and Vision

• Additional Benefits: Full-time employees are eligible for fertility, commuter, and educational assistance benefits

• 401(K) Matching Plan: We are proud to offer a competitive 401k matching plan to our employees to support their future financial goals

• Vacation: All full-time employees are eligible for paid vacation

• Holiday Pay: All regular, full-time employees are eligible for ten company paid holidays

• Employee Discounts: Employees receive discounts on select grading services for approved submissions

• Flexible Hours: Many of our teams offer flexible schedules with varying shifts and will work with you to accommodate your needs

• Fun Working Environment: Our team members are invited to participate in celebrations, holiday events, and team building activities

Collectors uses e-Verify to validate your ability to work legally in the United States.

We are aware that there are instances where individuals are receiving job offers that fraudulently allege to be from Collectors or one of our business units. This type of fraud can be carried out through false websites, through fake e-mails claiming to be from the company or through social media. We never ask for personal information such as your bank account, Social Security numbers or National IDs, nor do we send or request payments for the purchase of business-related equipment. If you suspect fraud, please reach out to [email protected].

We are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We believe that a team that represents a variety of backgrounds, perspectives, and skills will better service the diverse community of collectors we support.

If you require an accommodation to apply or interview with us due to a disability or special need, please email [email protected].

U.S. residents: for disclosures relating to personal information we collect during the employment application and recruitment process, please see our Privacy Notice for U.S. Applicants.

If you are based in California, you can read information for California residents here.