Customer Experience Quality Analyst & Calibration

NexRep LLC; Salem (NH); Remote; USD 45,000 - 60,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, and other contacts from the independent marketplace, identify trends, and collaborate with certification and operations teams to ensure client standards are met. The role supports real-time or post-hoc monitoring of agent interactions and provides actionable feedback.

The position involves working with client calibration sessions, presenting scores to contractors, and highlighting trends in customer satisfaction to improve

Qualifications

• Proficiency in 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
• Strong decision-making skills
• Ability to work independently

Responsibilities

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

Skills

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, and other contacts from the independent marketplace, identify trends, and collaborate with certification and operations teams to ensure client standards are met. The role supports real-time or post-hoc monitoring of agent interactions and provides actionable feedback.

The position involves working with client calibration sessions, presenting scores to contractors, and highlighting trends in customer satisfaction to improve