Quality Assurance Analyst - Customer Interactions (Remote)

NexRep LLC; Arkansas; Remote; USD 42,000 - 66,000; Full time

Job summary

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

Responsibilities include monitoring, trend reviews, calibration participation, and providing actionable feedback to improve client satisfaction and quality scores. Remote, daytime/evening hours with occasional travel as needed.

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 quality of agents' interactions to meet client standards.
• Monitor real-time or post-call workflow for compliance.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scores.
• Participate in calibration sessions with clients to align scoring.
• Provide feedback to NexRep teams based on quality results.
• Analyze satisfaction data to identify trends for clients.
• Deliver detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel proficiency

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

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

Responsibilities include monitoring, trend reviews, calibration participation, and providing actionable feedback to improve client satisfaction and quality scores. Remote, daytime/evening hours with occasional travel as needed.