Quality Assurance Specialist - CX & Feedback

NexRep LLC; Lansing (MI); À distance; USD 21 000 - 30 000; Plein temps

Résumé du poste

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS conversations from our independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to ensure client standards are met.

The position emphasizes real-time or post-call monitoring, detailed scoring, and participation in calibration sessions with clients to align on evaluation criteria. Remote work is available in multiple states.

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.

Responsabilités

• Assess that quality of agents' interaction with customers meets client's standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• 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.

Connaissances

Excel

Collaboration

Feedback

Attention to detail

Decision-making

Independent work

Description du poste

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS conversations from our independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to ensure client standards are met.

The position emphasizes real-time or post-call monitoring, detailed scoring, and participation in calibration sessions with clients to align on evaluation criteria. Remote work is available in multiple states.