Quality Assurance Specialist (Remote Options)

NexRep LLC; Virginia Beach (VA); On-site; USD 42,000 - 65,000; Full time

Job summary

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

Responsibilities include real-time and post-interaction monitoring, calibration session preparation, providing actionable feedback, and presenting detailed scoring to contractors while identifying opportunities

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with team members.
• Provide constructive feedback to agents.
• Attention to detail in evaluating interactions.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that quality of agents' interactions meets client standards.
• Monitor agents in real time or after the fact.
• Review contacts for customer satisfaction.
• Provide recommendations for client's quality scorecard.
• Prepare for calibration sessions with client.
• Provide feedback to NexRep certification and operations teams.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel skills

Collaborative

Feedback delivery

Attention to detail

Decision-making

Independent worker

Job description

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

Responsibilities include real-time and post-interaction monitoring, calibration session preparation, providing actionable feedback, and presenting detailed scoring to contractors while identifying opportunities