Quality Assurance Analyst — Customer Interactions

NexRep LLC

Wisconsin

Remote

USD 28,000 - 41,000

Full time

7 days ago

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Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from our independent marketplace contractors. You will identify trends and work with certification and operations to ensure client standards are met.

This is a remote, non-exempt role with varied hours and travel possible for client meetings. You will monitor interactions, review customer satisfaction, and provide detailed scoring and feedback to contractors and internal teams to improve

Qualifications

Experience analyzing customer interactions to assess quality against client standards.
Ability to provide constructive feedback to agents and internal teams.
Strong attention to detail and sound decision-making.
Ability to work independently while collaborating effectively with others.

Responsibilities

Assess quality of agents’ interactions with customers to ensure standards are met.
Monitor real-time or post-interaction workflow for proper procedures.
Review contacts for customer satisfaction and report trends.
Provide recommendations for client quality scorecards based on needs.
Prepare for and participate in calibration sessions with clients.
Provide feedback to NexRep certification and operations teams.
Review satisfaction data to identify trends for clients.
Deliver detailed scoring information to independent contractors.
Facilitate town hall sessions for independent contractors.