Quality Assurance Analyst - Customer Interactions (Remote)

NexRep LLC; Virginia Beach (VA); Remote; USD 42,000 - 63,000; Full time

Job summary

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from NexRep's independent marketplace contractors, identifying trends and working with the client-facing teams to ensure standards are met. The role involves monitoring performance, providing feedback, supporting calibration sessions with clients, and communicating results to contractors.

Evening/overnight hours and occasional travel may be required; remote work options are

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Strong 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

Collaboration

Feedback skills

Attention to detail

Decision making

Independent work

Job description

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from NexRep's independent marketplace contractors, identifying trends and working with the client-facing teams to ensure standards are met. The role involves monitoring performance, providing feedback, supporting calibration sessions with clients, and communicating results to contractors.

Evening/overnight hours and occasional travel may be required; remote work options are