Quality Assurance Specialist, Customer Care

Location: Onsite five days per week at the Santa Ana, California headquarters; candidates must be authorized to work in the United States.

Hourly rate: $26 estimated.

Company

hirify.global provides technology-enabled grading, authentication, vaulting, and sales services for trading cards, memorabilia, and other collectibles through brands including PSA, PCGS, Beckett, SGC, and Card Ladder.

What you will do

• Review call recordings and email correspondence to evaluate case handling and identify coaching opportunities.
• Score customer interactions using the QA rubric and share audit results with representatives and management.
• Provide timely, constructive coaching and promote customer service best practices.
• Partner with Learning and Development and Customer Care leadership to improve the QA program.
• Identify process gaps and recommend workflow, tool, and resource improvements.
• Research escalated customer concerns and handle inquiries related to PSA Grading and Vault services.

Requirements

• 4+ years of experience in a high-volume contact center environment.
• Hands-on quality assurance experience is strongly preferred.
• Experience with support ticketing or help center platforms such as Salesforce and Intercom/Fin.
• Proficiency with quality management software, CRM systems, and Microsoft Office Suite.
• Strong analytical, written, verbal, organizational, and time-management skills.
• Ability to work onsite in Santa Ana five days per week and authorization to work in the United States.

Culture & Benefits

• Medical, dental, and vision insurance for full-time employees.
• Fertility, commuter, and educational assistance benefits.
• 401(k) matching plan, paid vacation, and ten company-paid holidays.
• Employee discounts on select grading services.
• Flexible schedules may be available depending on the team and shift.
• Celebrations, holiday events, and team-building activities.

Hiring process

• Video interviews require candidates to keep their cameras on unless an accommodation is needed.
• Some interview steps may take place by phone, and an onsite interview may be requested during the final stages.