Quality Assurance Analyst - Customer Interactions

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

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS chats from NexRep's independent marketplace contractors to ensure client standards are met.

In this non-exempt role, you will monitor interactions in real time or post-event, review customer satisfaction data, and provide actionable feedback to contractors and internal teams. You will participate in calibration sessions with clients to maintain scoring alignment.

Qualifications

• Experience analyzing customer interactions across multiple channels.
• Ability to provide constructive feedback to agents and teams.
• Strong attention to detail and decision-making skills.

Responsibilities

• Assess quality of agent interactions to meet client standards.
• Monitor real-time or post-event workflow compliance.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard.
• Prepare for and participate in calibration sessions with clients.
• Provide feedback to internal teams based on quality results.
• Identify trends in customer satisfaction data.
• Deliver detailed scoring information to contractors.
• Facilitate town hall sessions for contractors.

Skills

Collaboration

Attention to detail

Decision making

Independent work

Tools

Microsoft Excel

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS chats from NexRep's independent marketplace contractors to ensure client standards are met.

In this non-exempt role, you will monitor interactions in real time or post-event, review customer satisfaction data, and provide actionable feedback to contractors and internal teams. You will participate in calibration sessions with clients to maintain scoring alignment.