[Hiring] Quality Assurance Representative @Talentoma

Role Description

Accurate evaluations, clear feedback, and complete notes define good work in this role. The Quality Assurance Representative communicates findings from customer service quality checks so the support team can deliver consistent answers and dependable follow-up. This position sits within the quality assurance team and works under a quality assurance team lead. It works with customer service representatives, support supervisors, and training colleagues to explain evaluation results and clarify service expectations. This is a fully remote, desk-based position offering work from home in Louisiana, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive assigned service tickets and completed customer interactions through a review queue, confirming the evaluation scope and required completion order before starting each check.
• Open assigned conversations in a Support platform such as Zendesk and compare the response with approved product or service information and the applicable quality scorecard.
• Check whether representatives understood customer questions, provided accurate answers, used an appropriate tone, and explained the next step clearly without making unsupported promises.
• Record evaluation scores, relevant examples, missing information, and concise explanations so another reviewer can understand how each finding connects to the stated standard.
• Communicate results to customer service representatives using factual, respectful language that distinguishes successful service behaviors from specific areas needing correction or additional guidance.
• Refer uncertain scoring decisions, conflicting guidance, or recurring service concerns to the quality assurance team lead before presenting a final evaluation result.
• Coordinate clarification requests with support supervisors and training colleagues, keeping discussion focused on the customer interaction and the approved evaluation criteria.
• Follow up on assigned corrections and unanswered questions, update the evaluation status, and notify the responsible supervisor when an agreed next step remains unresolved.
• Summarize recurring quality themes for team discussions, using examples to explain where clearer guidance or additional practice could improve customer responses.
• Complete final checks before closing evaluations; quality is judged by scoring accuracy, turnaround, complete notes, consistent standards, and documented follow-up.

Qualifications

• High school diploma or equivalent.
• No experience required; related experience in customer service, service quality review, or administrative support is preferred.
• Familiarity with customer service standards, evaluation scorecards, and the difference between an observable issue and a personal preference.
• Ability to navigate a Support platform such as Zendesk, locate conversation history, and enter clear evaluation notes after training.
• Careful reading and comparison skills, including the ability to connect feedback to a specific example and an established quality standard.
• Clear written and verbal communication for explaining findings, asking neutral clarification questions, and responding constructively to differing interpretations.
• Ability to organize assigned reviews, maintain consistent scoring, and handle customer interaction information with discretion in a remote environment.
• A reliable computer, high-speed internet, and quiet private workspace, with availability for the 40-hour weekly commitment and agreed working days and shift times.
• Authorization to work in the United States.

Benefits

• Fully remote work from home in a desk-based role focused on customer service quality.
• Structured onboarding and training on evaluation scorecards and a Support platform such as Zendesk.
• Regular check-ins with the team lead to discuss scoring questions, feedback, and progress.
• Opportunities to build quality evaluation, evidence-based feedback, service analysis, and professional communication skills.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.