Quality Assurance & Insights Specialist

NexRep LLC; Provo (UT); Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social posts and SMS contacts from NexRep's marketplace contractors. You will identify trends and work with certification and operations teams to ensure clients’ standards are met.

Responsibilities include monitoring interactions, reviewing satisfaction data, providing feedback, and facilitating calibration sessions with clients to align scoring.

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 and accuracy in analysis.
• Strong decision-making skills and judgment.
• Ability to work independently with minimal supervision.

Responsibilities

• Assess that quality of agents' interactions meets client standards.
• Monitor real-time or post-interaction work to ensure proper workflow.
• Review contacts for customer satisfaction and trends.
• Provide recommendations for client's quality scorecard based on needs.
• Participate in calibration sessions with client to align scoring.
• Provide feedback to NexRep certification and operations teams based on results.
• Review customer satisfaction data to identify trends for clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social posts and SMS contacts from NexRep's marketplace contractors. You will identify trends and work with certification and operations teams to ensure clients’ standards are met.

Responsibilities include monitoring interactions, reviewing satisfaction data, providing feedback, and facilitating calibration sessions with clients to align scoring.