Quality Assurance Specialist - Customer Interactions

NexRep LLC; South Carolina; Remote; USD 30,000 - 47,000; Full time

Job summary

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

Responsibilities include assessing agent interactions, monitoring workflow, reviewing customer satisfaction data, and calibrating sessions with clients to align scoring. Remote positions available nationwide.

Qualifications

• Proficiency with Microsoft Office 365, especially Excel.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents with attention to detail.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess quality of agents’ interactions against client standards.
• Monitor agents in real time or post-event to ensure proper workflow.
• Review contacts for customer satisfaction and trends.
• Provide recommendations for client’s quality scorecard.

Skills

Excel

Team collaboration

Constructive feedback

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 marketplace contractors and identify trends. You will work with certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent interactions, monitoring workflow, reviewing customer satisfaction data, and calibrating sessions with clients to align scoring. Remote positions available nationwide.