[Hiring] Quality Review Specialist @Talentoma

Role Description

Accurate assessments, consistent scoring, and clear feedback are the standards that define good work in this role. The Quality Review Specialist checks completed customer service tickets against established review criteria to help improve service consistency. This position sits within the quality assurance team and works under a quality assurance team lead. It collaborates with customer service representatives, support supervisors, and trainers to clarify findings and support corrections. This fully remote position offers work from home in Louisiana, United States. The role requires a 40-hour weekly commitment. Working days and shift times may vary.

• Receive assigned samples of completed customer service tickets through a review queue, confirming the review scope, evaluation criteria, and expected completion order before starting.
• Open the relevant customer conversation and service history in a support platform such as Freshdesk, checking that the sample includes enough context for assessment.
• Compare responses with approved product or service information, checking answer accuracy, tone, resolution steps, and whether the representative addressed the customer's original question.
• Evaluate ticket notes, categorization, and closure details against the review checklist, distinguishing missing information from an incorrect response or an unfinished service action.
• Apply the approved scoring guide consistently, recording evidence for each deduction and avoiding assumptions about actions that are not visible in the ticket.
• Enter scores and review findings using spreadsheets and data entry tools such as Microsoft Excel, keeping ticket references and explanations aligned for later checks.
• Send specific, constructive feedback to support supervisors, explaining the observed issue, the relevant review criterion, and what a satisfactory correction would include.
• Escalate unclear scoring criteria, conflicting reference information, or recurring service errors to the quality assurance team lead before making unsupported scoring decisions.
• Track requested corrections, follow up with the responsible supervisor when clarification is outstanding, and review updated tickets before marking review actions complete.
• Participate in scoring calibration discussions and summarize recurring findings for trainers; review quality is judged by scoring accuracy, turnaround, complete notes, and timely follow-up.

Qualifications

• High school diploma or equivalent.
• About 1-2 years of quality review, customer support evaluation, or closely related service experience preferred.
• Familiarity with customer service tickets, written customer conversations, resolution notes, and approved product or service references.
• Understanding of review checklists, scoring guides, sample selection instructions, and the importance of applying the same standards across comparable work.
• Ability to navigate support software and spreadsheets, enter review results accurately, and maintain clear links between scores and supporting evidence.
• Clear written communication for factual feedback, plus the ability to discuss scoring differences respectfully during calibration sessions.
• Ability to recognize recurring issues, separate observations from assumptions, and seek guidance when evidence does not support a clear conclusion.
• 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 focused on desk-based ticket review and collaboration from home.
• Structured onboarding and training on the named systems, review checklists, scoring methods, and feedback expectations.
• Regular check-ins with the team lead to discuss questions, review consistency, and development priorities.
• Opportunities to build quality evaluation, evidence-based scoring, constructive feedback, and service assessment skills through routine review work.
• Health coverage, paid leave, a 401(k), bonus opportunities, and stipends.