CX Quality & Calibration Specialist

NexRep LLC; Wyoming (MI); Remote; USD 38,000 - 60,000; Full time

Job summary

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

You will assess agent interactions, monitor workflow, review satisfaction data, and provide actionable feedback to improve quality scores. Travel and varied shifts may be required, with remote opportunities across multiple states.

Qualifications

• Proficiency in Microsoft Office 365, including Excel.
• 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 quality of the agents' interactions with customers meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with the 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 clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel proficiency

Office 365

Collaboration

Feedback skills

Attention to detail

Decision-making

Independent work

Job description

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

You will assess agent interactions, monitor workflow, review satisfaction data, and provide actionable feedback to improve quality scores. Travel and varied shifts may be required, with remote opportunities across multiple states.