Quality Assurance & Calibration Specialist

NexRep LLC; Atlanta (GA); Remote; USD 28,000 - 50,000; Full time

Job summary

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep's independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor interactions, provide feedback, participate in calibration sessions with clients, and deliver detailed scoring to contractors. The role supports both remote work and occasional travel to client locations.

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 agents' interactions meets client standards.
• Monitor agents in real time or after the fact for proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for the client's quality scorecard.
• Prepare for and participate in calibration sessions with NexRep's client.
• Provide feedback to NexRep certification and operations team.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Microsoft Office 365

Excel

Collaboration

Feedback & coaching

Attention to detail

Independent work

Job description

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep's independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor interactions, provide feedback, participate in calibration sessions with clients, and deliver detailed scoring to contractors. The role supports both remote work and occasional travel to client locations.