Quality Assurance Specialist: Client Standards & Feedback

NexRep LLC; Lorida (FL); Remote; USD 60,000 - 80,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS from its independent marketplace contractors to identify trends and ensure client standards are met through collaboration with certification and operations teams.

Essential duties include monitoring interactions for proper workflow, reviewing customer satisfaction data, and participating in calibration sessions with clients to align scoring.

Qualifications

• Proficiency in MS 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

• Analyze calls, emails, social media posts and SMS to identify trends.
• Monitor real-time or post-contact interactions to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecards.
• Prepare for and participate in calibration sessions with clients to align scoring.
• Provide feedback to NexRep cert/ops teams based on quality 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 skills

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 from its independent marketplace contractors to identify trends and ensure client standards are met through collaboration with certification and operations teams.

Essential duties include monitoring interactions for proper workflow, reviewing customer satisfaction data, and participating in calibration sessions with clients to align scoring.