Quality Assurance Specialist – Customer Interactions & Calibration

NexRep LLC; Orangeburg (SC); Remote; USD 42,000 - 64,000; 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, identifying trends and collaborating with certification and operations teams to meet client standards.

You will assess the quality of agent interactions, monitor real-time or post-call workflows, review customer satisfaction data, and participate in calibration sessions with the client to ensure alignment in scoring.

Qualifications

• Proficiency in Microsoft Office 365 with strong Excel skills.
• Ability to collaborate effectively with teammates.
• Ability to provide constructive feedback to agents.
• Attention to detail.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of agents' interactions meets client standards.
• Monitor real-time or post-call workflows to ensure proper usage.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with 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 clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel skills

Team collaboration

Constructive feedback

Attention to detail

Decision making

Independence

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, identifying trends and collaborating with certification and operations teams to meet client standards.

You will assess the quality of agent interactions, monitor real-time or post-call workflows, review customer satisfaction data, and participate in calibration sessions with the client to ensure alignment in scoring.