Quality Assurance & Customer Experience Specialist

NexRep LLC; Montgomery (AL); Remote; USD 45,000 - 75,000; Full time

Job summary

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

Responsibilities include real-time or post-hoc monitoring, providing actionable feedback, and participating in calibration sessions with clients to align scoring with expectations.

Qualifications

• Proficiency in Microsoft Office 365, including Excel.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents.
• Attention to detail and strong decision-making skills.

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

Office 365

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

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

Responsibilities include real-time or post-hoc monitoring, providing actionable feedback, and participating in calibration sessions with clients to align scoring with expectations.