Quality Assurance Specialist — Client Calibration Lead

NexRep LLC; North Carolina; Remote; USD 50,000 - 70,000; 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. The role identifies trends and works with the certification and operations teams to ensure client standards are met.

You will monitor interactions in real time or after the fact, provide recommendations, and participate in calibration sessions with NexRep’s client to align scoring. Remote work is available with travel as needed.

Qualifications

• Proficiency with Microsoft Office 365 and strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail in evaluating interactions.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of the agents’ interactions meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• 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 detailed 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

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. The role identifies trends and works with the certification and operations teams to ensure client standards are met.

You will monitor interactions in real time or after the fact, provide recommendations, and participate in calibration sessions with NexRep’s client to align scoring. Remote work is available with travel as needed.