Quality Assurance Specialist - Customer Interactions

NexRep LLC; Fulton (MS); Remote; USD 50,000 - 80,000; Full time

Job summary

The NexRep LLC quality specialist analyzes calls, emails, social media posts and SMS from NexRep’s independent contractors to identify trends and ensure client standards are met.

Roles include real-time or post-interaction monitoring, calibration participation, and providing detailed feedback to certification and operations teams to support quality scorecards and customer satisfaction insights.

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 and strong decision-making skills; works 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 detail scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

The NexRep LLC quality specialist analyzes calls, emails, social media posts and SMS from NexRep’s independent contractors to identify trends and ensure client standards are met.

Roles include real-time or post-interaction monitoring, calibration participation, and providing detailed feedback to certification and operations teams to support quality scorecards and customer satisfaction insights.