Quality Analyst – Customer Interactions (Remote)

NexRep LLC; Kansas; Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to review calls, emails, social media posts, and SMS from NexRep’s independent marketplace contractors, identify trends, and work with certification and operations teams to meet client standards.

You will monitor interactions real-time or retrospectively, review customer satisfaction data, and provide actionable feedback to improve quality scores and agent performance. Remote roles across multiple states 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.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of the agents’ interactions with customers meets client’s standards.
• Monitor agents in real time or after the fact to ensure proper workflow is being used.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with client to ensure scoring alignment.
• 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

Microsoft Office 365

Excel

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to review calls, emails, social media posts, and SMS from NexRep’s independent marketplace contractors, identify trends, and work with certification and operations teams to meet client standards.

You will monitor interactions real-time or retrospectively, review customer satisfaction data, and provide actionable feedback to improve quality scores and agent performance. Remote roles across multiple states are available.