Quality Assurance Specialist - Customer Interactions

NexRep LLC; Philadelphia (Philadelphia County); Remote; USD 22,000 - 39,000; 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 marketplace contractors. The role identifies trends and works with certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent quality against client standards, monitoring workflows, reviewing customer satisfaction data, and providing feedback to improve quality scores.

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

Excel skills

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep's independent marketplace contractors. The role identifies trends and works with certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent quality against client standards, monitoring workflows, reviewing customer satisfaction data, and providing feedback to improve quality scores.