CX Quality Analyst & Feedback Specialist

NexRep LLC; Kansas City (MO); 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 the independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

You will assess agent performance, monitor workflows, review customer satisfaction data, and provide actionable feedback. Travel may be required for meetings, and multiple shifts are available.

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 in evaluating interactions.
• Strong decision-making skills in quality assessment.
• Ability to work independently with minimal supervision.

Responsibilities

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

Skills

Excel proficiency

Collaboration

Feedback delivery

Attention to detail

Decision making

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 the independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

You will assess agent performance, monitor workflows, review customer satisfaction data, and provide actionable feedback. Travel may be required for meetings, and multiple shifts are available.