Quality Assurance & Feedback Specialist

NexRep LLC; Georgia; Remote; USD 22,000 - 33,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from NexRep’s independent marketplace contractors, ensuring they meet client standards.

Responsibilities include monitoring, reviewing customer satisfaction, and providing feedback for calibration sessions with clients to improve quality scores and identify trends across NexRep’s client base. Remote work options may be available.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.

Responsibilities

• Assess quality of agents' interactions to meet client standards.
• Monitor agents in real time or retrospectively to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for the 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 teams based on quality results.
• Review customer satisfaction data to identify trends for NexRep’s clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel skills

Office 365

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from NexRep’s independent marketplace contractors, ensuring they meet client standards.

Responsibilities include monitoring, reviewing customer satisfaction, and providing feedback for calibration sessions with clients to improve quality scores and identify trends across NexRep’s client base. Remote work options may be available.