Quality Assurance Specialist (Remote)

NexRep LLC; Nevada; Remote; USD 25,000 - 34,000; Full time

Job summary

NexRep LLC, a remote-first customer support marketplace, seeks a Quality Specialist to analyze calls, emails, social media, and SMS from independent contractors, identify trends, and work with certification and operations teams to ensure client standards. In this non-exempt full-time role, you will monitor interactions, provide feedback, calibrate scoring with clients, and help improve client satisfaction.

Proficiency in Office 365 and Excel, collaboration, detail-orientation, and independent

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.

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

Excel

Collaboration

Feedback to agents

Attention to detail

Decision making

Independent work

Job description

NexRep LLC, a remote-first customer support marketplace, seeks a Quality Specialist to analyze calls, emails, social media, and SMS from independent contractors, identify trends, and work with certification and operations teams to ensure client standards. In this non-exempt full-time role, you will monitor interactions, provide feedback, calibrate scoring with clients, and help improve client satisfaction.

Proficiency in Office 365 and Excel, collaboration, detail-orientation, and independent