Quality Assurance Specialist — Customer Interactions

NexRep LLC; Arizona; Remote; USD 45,000 - 80,000; 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 contractors, identify trends, and work with certification and operations teams to ensure standards are met.

You will assess agent interactions, monitor workflows, review customer satisfaction, calibrate scoring with clients, and provide detailed feedback to contractors and internal teams. Remote roles across multiple states support Arizona and other locations.

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.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of the agents’ interactions with customers 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 the client to align scoring.
• Provide feedback to NexRep certification and operations team 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

Collaboration

Attention to detail

Decision-making

Feedback to agents

Independent work

Tools

Microsoft Office 365

Excel

Job description

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

You will assess agent interactions, monitor workflows, review customer satisfaction, calibrate scoring with clients, and provide detailed feedback to contractors and internal teams. Remote roles across multiple states support Arizona and other locations.