Quality Assurance Analyst – CX & Calibration

NexRep LLC

Lorida (FL)

Remote

USD 25,000 - 34,000

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 NexRep’s independent marketplace contractors. You will identify trends and work with the certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent interactions, real-time or post-hoc monitoring, reviewing customer satisfaction data, calibrating with clients, and providing detailed scoring feedback to contractors to improve quality

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.