Quality Assurance Specialist – Client Standards

NexRep LLC; Maine; Remote; USD 42,000 - 65,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media, and SMS from NexRep's independent marketplace contractors. The role identifies trends and collaborates with certification and operations teams to meet client standards.

Responsibilities include real-time and post-analysis monitoring, providing feedback, and supporting calibration sessions with clients. Strong Excel and collaboration skills are required for success in a remote, non-exempt position.

Qualifications

• Proficient in Microsoft Office 365, with strong Excel skills.
• Ability to collaborate with team members to drive quality improvements.
• Ability to provide constructive feedback to agents.
• Attention to detail in evaluating calls, emails, social media, and SMS.
• Strong decision-making skills to inform calibration and client scoring.
• Ability to work independently in a remote environment.

Responsibilities

• Assess that quality of agents’ interactions meets client standards.
• Monitor agents in real time or post-analysis to ensure proper workflow.
• Review contacts for customer satisfaction and identify trends.
• Provide recommendations for client quality scorecards.
• Prepare for and participate in calibration sessions with clients.
• Provide feedback to NexRep certification and operations team.
• Review customer satisfaction data to identify trends for clients.
• Communicate detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel skills

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, and SMS from NexRep's independent marketplace contractors. The role identifies trends and collaborates with certification and operations teams to meet client standards.

Responsibilities include real-time and post-analysis monitoring, providing feedback, and supporting calibration sessions with clients. Strong Excel and collaboration skills are required for success in a remote, non-exempt position.