Quality Assurance Specialist, Customer Care

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 trading cards, autographs, comic books, coins, video games, event tickets, and memorabilia. Our subsidiaries include PSA, PCGS, Beckett, SGC, and Card Ladder.
Since our founding in 1986, we have graded and authenticated millions of items. We employ more than 3000 people across our headquarters in Santa Ana, California and offices in New Jersey, Texas, Florida, Japan, Shanghai, Hong Kong, Canada, Mexico, Germany, the UK, and France.
As part of our interview process, we request that candidates have their cameras on during video interviews. This helps foster meaningful conversation and allows us to create an experience that closely resembles our standard working environment. Certain interview steps may take place by phone. For remote roles, and at our discretion, candidates may be asked to participate in an on-site interview as part of the final stages of the process.
We understand there may be occasional circumstances requiring accommodation and are happy to discuss them as needed. Your recruiter will be able to clarify expectations and answer any questions you have.
We’re on the lookout for Quality Assurance Specialist to join our PSA Customer Care team to provide world class customer care to our customers around the world.
You'll report to the Customer Care Manager and work full-time onsite 5 days a week from our Santa Ana, CA headquarters.
Onsite Requirement:
This role requires you to be onsite in the office 5 days per week.
What You'll Do:
Listen to call recordings and review email correspondence to evaluate case handling and identify coaching opportunities
Score interactions using our QA rubric and share audit results with representatives and management
Deliver timely, constructive coaching, even when the feedback is difficult, while keeping communication friendly and professional
Partner with Learning and Development and Customer Care leadership to continuously improve the QA program
Promote case handling best practices and procedures across the team
Identify process gaps and recommend tools, resources, or workflow changes that help reps succeed
Research and resolve escalated customer concerns, complaints, and pending issues
Handle customer inquiries by phone and email related to PSA Grading and Vault services
Raise QA scores over time through direct, timely coaching
Improve CSAT by reinforcing customer service best practices and soft skills
Boost team engagement by gathering rep feedback and working with management to improve workflows
Turn around negative customer experiences through thoughtful, strategic outreach
Who You Are:
4+ years in a high-volume contact center environment; hands-on QA experience 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 skills, with the ability to identify patterns in data and turn them into actionable recommendations
Excellent written and verbal communication skills
Close attention to detail, with strong organizational and time management skills
Ability to work independently and collaborate across teams
Degree or equivalent professional experience 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 Rate:
The reasonable estimated hourly rate for this position is $26. Actual compensation varies based on a variety of non-discriminatory factors, including location, job level, prior experience and skill set.
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
Candidates must be authorized to work in the United States.
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 interviewfraud@collectors.com.
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 interviewaccommodation@collectors.com.
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.
For New York Residents: In connection with hiring, Collectors Universe, Inc. uses an automated employment decision tool (Brighthire) to assist in evaluating candidates. Collectors Universe, Inc. began using this tool in September 2026. In accordance with NYC Local Law 144, a summary of the mo