Quality Assurance & Calibration Specialist

NexRep LLC; Lansing (MI); Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS for its independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor agent interactions in real time or after the fact, review customer satisfaction data, and collaborate with the certification and operations teams to drive continuous improvement in quality scores.

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

Skills

Excel proficiency

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS for its independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor agent interactions in real time or after the fact, review customer satisfaction data, and collaborate with the certification and operations teams to drive continuous improvement in quality scores.