Quality Assurance Analyst – Client Standards

NexRep LLC

South Dakota

Remote

USD 45,000 - 65,000

Full time

7 days ago

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Job summary

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors to ensure client standards are met. You will monitor interactions in real time or after the fact, review customer satisfaction data, provide scoring feedback, and participate in calibration sessions with the client to align on scoring.

You will also feed insights to the certification and operations teams to improve quality

Qualifications

Proficiency with Microsoft Office 365 and strong Excel skills.
Ability to collaborate effectively with other team members.
Ability to provide constructive feedback to agents.
Attention to detail and strong decision-making capabilities.
Ability to work independently and manage tasks without supervision.

Responsibilities

Assess that quality of agents’ interactions meets client standards.
Monitor agents in real time or after the fact to ensure proper workflow is followed.
Review contacts for customer satisfaction and identify trends.
Provide recommendations for client’s quality scorecard based on needs.
Prepare for and participate in calibration sessions with clients to align scoring.
Provide feedback to NexRep certification and operations teams based on quality results.
Review customer satisfaction data to identify trends for NexRep’s clients.
Provide detailed scoring information to independent contractors.
Facilitate town hall sessions for independent contractors.