Quality Assurance Analyst – Client Insights

NexRep LLC; Columbia (SC); Remote; USD 19,000 - 30,000; Full time

Benefits offered by this job

Remote work opportunities

Travel reimbursement

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 work with certification and operations teams to ensure client standards are met.

The role requires collaboration, attention to detail and the ability to provide constructive feedback, with a focus on maintaining high quality and customer satisfaction across multiple channels.

Qualifications

• Proficiency in Microsoft Office 365, with strong Excel skills.
• Ability to collaborate effectively with other team members
• Ability to provide constructive feedback to agents
• Attention to detail in quality evaluation
• Strong decision-making skills
• Ability to work independently

Responsibilities

• Assess that quality of the agents' interaction 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 NexRep's 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 NexRep's clients.
• Provide detail scoring information to independent contractors
• Facilitate town hall sessions for independent contractors

Skills

Office 365 proficiency

Excel skills

Team collaboration

Feedback delivery

Attention to detail

Independent work

Tools

Microsoft Office 365

Excel

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 work with certification and operations teams to ensure client standards are met.

The role requires collaboration, attention to detail and the ability to provide constructive feedback, with a focus on maintaining high quality and customer satisfaction across multiple channels.