Quality Assurance Analyst: Client Standards

NexRep LLC; Virginia; Remote; USD 28,000 - 41,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS interactions from independent marketplace contractors to ensure client standards are met. You will identify trends and work with certification and operations to help improve quality scores.

Responsibilities include real-time and post-hoc monitoring, providing actionable feedback, and participating in calibration sessions with clients to ensure alignment in scoring.

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 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 based on client needs.
• Prepare for and participate in calibration sessions with the client 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.

Skills

Excel skills

Collaboration

Feedback capability

Attention to detail

Decision making

Independent work

Tools

Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS interactions from independent marketplace contractors to ensure client standards are met. You will identify trends and work with certification and operations to help improve quality scores.

Responsibilities include real-time and post-hoc monitoring, providing actionable feedback, and participating in calibration sessions with clients to ensure alignment in scoring.