Quality Assurance Specialist - Real-Time Monitoring & Feedback

NexRep LLC; Athens (GA); Remote; USD 40,000 - 65,000; Full time

Job summary

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

You will monitor quality in real time or after the fact, provide feedback, participate in calibration sessions, and help drive client satisfaction through data-driven recommendations.

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 and strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess quality of agents’ interactions to meet client standards.
• Monitor real-time or post-interaction workflow.
• Review contacts for customer satisfaction and trends.
• Provide recommendations for client’s quality scorecard.

Skills

Office 365

Excel

Collaboration

Attention to detail

Decision making

Independent work

Job description

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

You will monitor quality in real time or after the fact, provide feedback, participate in calibration sessions, and help drive client satisfaction through data-driven recommendations.