Quality Assurance Analyst - Customer Interactions

NexRep LLC; New Hampshire; À distance; USD 42 000 - 64 000; Plein temps

Résumé du poste

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

Travel may be required; NexRep will reimburse travel expenses.

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

Responsabilités

• 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

Connaissances

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Description du poste

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

Travel may be required; NexRep will reimburse travel expenses.