Quality Assurance Specialist - Customer Interactions

NexRep LLC; Missouri; Remote; USD 55,000 - 75,000; Full time

Job summary

The quality specialist is responsible for analyzing calls, emails, social media posts and/or SMS contacts of NexRep’s independent marketplace contractors, identifying trends, and working with the certification and operations teams on behalf of the client to ensure that they meet NexRep’s client’s standards.

Daytime, evening, and overnight shifts may be required; travel is occasionally needed for client meetings.

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 detail scoring information to independent contractors
• Facilitate town hall sessions for independent contractors

Skills

Collaboration

Feedback provision

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Job description

The quality specialist is responsible for analyzing calls, emails, social media posts and/or SMS contacts of NexRep’s independent marketplace contractors, identifying trends, and working with the certification and operations teams on behalf of the client to ensure that they meet NexRep’s client’s standards.

Daytime, evening, and overnight shifts may be required; travel is occasionally needed for client meetings.