Customer Interaction Quality Analyst

NexRep LLC; Arkansas City (KS); Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent marketplace contractors. The role collaborates with certification and operations teams to ensure client standards are met.

The position involves real-time and post-hoc monitoring, feedback delivery, trend analysis, and preparation for calibration sessions with clients. Remote work options may apply depending on client needs.

Qualifications

• Proficiency with Microsoft Office 365, esp. Excel.
• Strong collaboration with team members to achieve client goals.
• Ability to provide constructive feedback to agents and teams.
• Attention to detail in evaluating interactions and documentation.
• Sound decision-making and independent work capability.

Responsibilities

• Assess quality of agents’ interactions to meet client standards.
• Monitor real-time or post-hoc agent activity to ensure proper workflow.
• Review customer contacts for satisfaction metrics.
• Provide recommendations for client quality scorecards based on needs.
• Prepare for and participate in calibration sessions with client to align scoring.
• Provide feedback to certification and operations teams based on 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

Excel

Attention to detail

Decision making

Collaboration

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from independent marketplace contractors. The role collaborates with certification and operations teams to ensure client standards are met.

The position involves real-time and post-hoc monitoring, feedback delivery, trend analysis, and preparation for calibration sessions with clients. Remote work options may apply depending on client needs.