Quality Assurance Specialist - Client Standards (Remote)

NexRep LLC

Minneota (MN)

Remote

USD 25,000 - 36,000

Full time

7 days ago

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Job summary

The NexRep LLC quality specialist analyzes calls, emails, social media posts and SMS contacts to identify trends and ensure contractor work meets client standards. This non-exempt role supports certification and operations teams and collaborates with clients to uphold service quality.

Responsibilities include monitoring interactions, reviewing satisfaction data, providing detailed scoring, and leading calibration sessions with clients, while delivering actionable feedback to contractors and

Qualifications

Proficiency in Microsoft 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

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 detailed scoring information to independent contractors.
Facilitate town hall sessions for independent contractors.