Quality Assurance Specialist - Real-Time Calibration

NexRep LLC; West Virginia; 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 interactions from independent contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

Responsibilities include real-time/post-call monitoring, providing feedback and calibration support, and presenting insights to clients and contractors. Remote opportunities span multiple states, with day/evening shift options.

Qualifications

• Proficiency in Microsoft Office 365 with strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail in evaluating interactions.
• Strong decision-making skills for calibration decisions.
• Ability to work independently and manage tasks.

Responsibilities

• Assess that quality of agents' interactions meets client standards.
• Monitor real-time or post-call workflows for proper usage.
• Review contacts for customer satisfaction levels.
• Provide recommendations for client scorecards based on needs.
• Prepare for and participate in calibration sessions with clients.
• Provide feedback to certification and operations teams.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for contractors.

Skills

Excel skills

Collaboration

Feedback delivery

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 interactions from independent contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

Responsibilities include real-time/post-call monitoring, providing feedback and calibration support, and presenting insights to clients and contractors. Remote opportunities span multiple states, with day/evening shift options.