Calibration & Quality Assurance Specialist (Remote)

NexRep LLC; Tallahassee (FL); Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from the independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

This role involves real-time and post-interaction monitoring, calibration sessions with clients, and providing feedback and detailed scoring to contractors.

Qualifications

• Proficiency with Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents.
• Attention to detail.

Responsibilities

• Assess that quality of the agents' interaction with customers meets client's standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client's quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with NexRep client to ensure alignment in scoring.
• Provide feedback to NexRep certification and operations team based on quality results.
• Review customer satisfaction data to identify trends for NexRep's clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Collaboration

Attention to detail

Decision-making

Independent work

Feedback

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from the independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

This role involves real-time and post-interaction monitoring, calibration sessions with clients, and providing feedback and detailed scoring to contractors.