Quality Assurance Analyst – Client Calibration & Feedback

NexRep LLC; Carson City (NV); 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 our independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure compliance with client standards.

The role requires collaboration, attention to detail, and the ability to provide constructive feedback. Responsibilities include real-time monitoring, calibration participation, and presenting detailed scoring data to contractors.

Qualifications

• Proficiency in Microsoft Office 365, with strong Excel skills.
• Ability to collaborate effectively with 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 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 client's quality scorecard.
• Prepare for and participate in calibration sessions with 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

Microsoft Office 365

Excel

Collaboration

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. You will identify trends and work with certification and operations teams to ensure compliance with client standards.

The role requires collaboration, attention to detail, and the ability to provide constructive feedback. Responsibilities include real-time monitoring, calibration participation, and presenting detailed scoring data to contractors.