Quality Assurance & Feedback Specialist

NexRep LLC; Maryland; Remote; USD 54,000 - 72,000; Full time

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 to identify trends and ensure client standards are met.

The role involves real-time or post-hoc monitoring of agent interactions, calibration sessions with clients, and providing actionable feedback to the certification and operations teams based on quality results. Strong MS Office skills required.

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’ interactions 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

Collaboration

Feedback

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 contacts from NexRep’s independent marketplace contractors to identify trends and ensure client standards are met.

The role involves real-time or post-hoc monitoring of agent interactions, calibration sessions with clients, and providing actionable feedback to the certification and operations teams based on quality results. Strong MS Office skills required.