Quality Assurance Specialist – Real-Time Feedback

NexRep LLC; Central City (NE); Remote; USD 42.000 - 64.000; Vollzeit

Zusammenfassung

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

You will assess agent performance, monitor workflows, review customer satisfaction, and contribute to calibration sessions.

Qualifikationen

• Experience analyzing calls, emails, social media posts or SMS for quality.
• Ability to provide constructive feedback and coaching to agents.
• Strong attention to detail and judgment in evaluating interactions.

Aufgaben

• Assess that agent interactions meet client standards.
• Monitor real-time or post-call workflows for proper procedures.
• Review contacts for customer satisfaction metrics.
• Provide recommendations for client quality scorecards.
• Prepare for calibration sessions with the client and NexRep teams.
• Provide feedback to NexRep certification and operations teams.
• Review customer satisfaction data to identify trends for clients.
• Provide detailed scoring information to contractors.
• Facilitate town halls for independent contractors.

Kenntnisse

Excel skills

Team collaboration

Feedback to agents

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Jobbeschreibung

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

You will assess agent performance, monitor workflows, review customer satisfaction, and contribute to calibration sessions.