Quality Assurance Specialist - CX & Calibration

NexRep LLC; Town of King (WI); 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 independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

You will monitor real-time or post interactions, review customer satisfaction data, and provide actionable feedback to improve quality scores. You’ll participate in calibration sessions and share detailed scoring with contractors.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with other team members
• Attention to detail and strong decision-making
• Ability to work independently
• Experience analyzing customer interactions preferred

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

Attention to detail

Decision-making

Independent work

Collaborative teamwork

Constructive feedback

Communication skills

Tools

Excel

Microsoft Office 365

Job description

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

You will monitor real-time or post interactions, review customer satisfaction data, and provide actionable feedback to improve quality scores. You’ll participate in calibration sessions and share detailed scoring with contractors.