Quality Assurance Analyst — Client Standards (Remote)

NexRep LLC; Montpelier (VT); À distance; USD 21 000 - 30 000; Plein temps

Résumé du poste

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts and SMS interactions within NexRep's independent marketplace. You will identify trends and work with calibration and operations teams to ensure client standards are met.

Responsibilities include scoring reviews, real-time monitoring, and providing actionable feedback to improve client satisfaction and quality metrics. This is a remote role with diverse shift options across states.

Qualifications

• Proficiency with Microsoft Office 365 and strong Excel skills.
• Ability to collaborate effectively with teammates.
• Strong attention to detail and accuracy in work.
• Strong decision-making and independent work capabilities.

Responsabilités

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

Connaissances

Collaboration

Attention to detail

Independent work

Decision making

Outils

Microsoft Office 365

Excel

Description du poste

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts and SMS interactions within NexRep's independent marketplace. You will identify trends and work with calibration and operations teams to ensure client standards are met.

Responsibilities include scoring reviews, real-time monitoring, and providing actionable feedback to improve client satisfaction and quality metrics. This is a remote role with diverse shift options across states.