Quality Assurance Specialist: Client Standards & Feedback

NexRep LLC; Montpelier (VT); Remote; USD 28,000 - 44,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS contacts from NexRep's independent marketplace contractors, identify trends, and work with the certification and operations teams to ensure client standards are met.

You will assess agent interaction quality, monitor workflow in real time or after the fact, review customer satisfaction data, and provide recommendations for the client’s quality scorecard.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail and strong decision-making.

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.
• 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

MS Office 365

Excel

Collaboration

Feedback giving

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS contacts from NexRep's independent marketplace contractors, identify trends, and work with the certification and operations teams to ensure client standards are met.

You will assess agent interaction quality, monitor workflow in real time or after the fact, review customer satisfaction data, and provide recommendations for the client’s quality scorecard.