Quality Assurance Analyst – Customer Interactions

NexRep LLC; Iowa; Remote; USD 42,000 - 64,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep’s independent contractors to identify trends and ensure client standards are met.

Responsibilities include real-time or post-analysis monitoring, providing scoring details, and participating in calibration sessions with the client to align on scoring. Remote work options available with travel for occasional meetings.

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’ 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

Microsoft Office 365

Excel

Collaboration

Constructive feedback

Attention to detail

Decision making

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 NexRep’s independent contractors to identify trends and ensure client standards are met.

Responsibilities include real-time or post-analysis monitoring, providing scoring details, and participating in calibration sessions with the client to align on scoring. Remote work options available with travel for occasional meetings.