Quality Assurance Specialist

NexRep LLC; Columbus (OH); Remote; USD 42,000 - 64,000; 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. You will identify trends and work with certification and operations to ensure client standards are met.

You will monitor real-time or post-interaction quality, review customer satisfaction, and provide actionable feedback to improve quality scores. Remote work options exist with travel as needed.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel 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

Microsoft Excel

Team collaboration

Constructive feedback

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 contacts from NexRep's independent marketplace contractors. You will identify trends and work with certification and operations to ensure client standards are met.

You will monitor real-time or post-interaction quality, review customer satisfaction, and provide actionable feedback to improve quality scores. Remote work options exist with travel as needed.