Quality Assurance Analyst - Customer Interactions

NexRep LLC; Saint Paul (MN); Remote; USD 40,000 - 56,000; Full time

Benefits offered by this job

Remote work

Travel reimbursement

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors to ensure they meet client standards. The role involves monitoring interactions in real time or after the fact, identifying trends, and coordinating with the certification and operations teams.

Day/evening/overnight shifts may apply, with possible travel for client 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

Excel skills

Office 365 proficiency

Team collaboration

Feedback skills

Attention to detail

Independent work

Decision making

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors to ensure they meet client standards. The role involves monitoring interactions in real time or after the fact, identifying trends, and coordinating with the certification and operations teams.

Day/evening/overnight shifts may apply, with possible travel for client meetings.