Quality Assurance Specialist (Remote)

NexRep LLC; Montana; 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 for NexRep’s independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include real-time and post-call monitoring, providing scoring feedback, calibrations with clients, and presenting trend insights to improve overall quality scores. Remote role across multiple states.

Qualifications

• Proficiency in Microsoft Office 365 with strong Excel skills.
• Collaborate effectively with team members.
• Attention to detail and sound 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

Microsoft Office 365

Excel

Collaboration

Attention to detail

Decision-making

Independent work

Tools

Microsoft Office 365

Excel

Job description

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

Responsibilities include real-time and post-call monitoring, providing scoring feedback, calibrations with clients, and presenting trend insights to improve overall quality scores. Remote role across multiple states.