Quality Assurance Specialist: Real-Time Feedback & Calibration

NexRep LLC; Eagle (ID); Remote; USD 40,000 - 70,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS from NexRep’s independent marketplace contractors to ensure results meet the client’s standards and NexRep’s quality policies.

You will monitor interactions in real time or after the fact, review customer satisfaction data to identify trends, provide scoring recommendations for the client’s quality scorecard, participate in calibration sessions, and share feedback with the certification and operations

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.

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 worker

Collaboration

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS from NexRep’s independent marketplace contractors to ensure results meet the client’s standards and NexRep’s quality policies.

You will monitor interactions in real time or after the fact, review customer satisfaction data to identify trends, provide scoring recommendations for the client’s quality scorecard, participate in calibration sessions, and share feedback with the certification and operations