Quality Assurance Specialist - Customer Interactions

NexRep LLC; Iowa; Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC in the United States is seeking a Quality Specialist (Non-Exempt) to analyze calls, emails, social media posts, and SMS contacts from NexRep’s independent marketplace contractors. You will identify trends and work with certification and operations teams to meet client standards.

Responsibilities include real-time or post-hoc monitoring, providing feedback, calibration participation, and presenting detailed scoring to contractors.

Qualifications

• Proficiency in Microsoft Office 365 with 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’ 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.

Skills

Excel skills

Collaboration

Attention to detail

Decision making

Independent work

Feedback provision

Tools

Microsoft Office 365

Job description

NexRep LLC in the United States is seeking a Quality Specialist (Non-Exempt) to analyze calls, emails, social media posts, and SMS contacts from NexRep’s independent marketplace contractors. You will identify trends and work with certification and operations teams to meet client standards.

Responsibilities include real-time or post-hoc monitoring, providing feedback, calibration participation, and presenting detailed scoring to contractors.