Quality Assurance Specialist — Remote & Calibration Lead

NexRep LLC; Yuma (AZ); Remote; USD 25,000 - 34,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from NexRep's marketplace contractors to ensure client standards are met. You will monitor real-time and post-hoc activities, review customer satisfaction, and provide actionable recommendations to improve quality scores.

The role involves calibration sessions with clients, collaboration across teams, and delivering detailed scoring feedback to independent contractors.

Qualifications

• Proficiency with Microsoft Office 365 and Excel.
• Ability to give constructive feedback to agents and teams.
• Strong attention to detail and decision-making skills.

Responsibilities

• Analyze calls, emails, social media posts and SMS contacts for quality trends.
• Monitor real-time or post-hoc agent interactions to ensure client standards are met.
• Provide recommendations to improve client quality scores.
• Participate in calibration sessions with NexRep's client to align scoring.
• Provide feedback to certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends.

Skills

Collaboration

Feedback delivery

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 from NexRep's marketplace contractors to ensure client standards are met. You will monitor real-time and post-hoc activities, review customer satisfaction, and provide actionable recommendations to improve quality scores.

The role involves calibration sessions with clients, collaboration across teams, and delivering detailed scoring feedback to independent contractors.