Quality Assurance Specialist — Remote & Real-Time Feedback

NexRep LLC; Minnesota; Remote; USD 28,000 - 44,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS from our independent marketplace contractors on behalf of clients. You will identify trends, ensure compliance with client standards, and collaborate with certification and operations teams to drive quality improvements.

Responsibilities include real-time or after-the-fact monitoring, calibration participation, feedback delivery, and reporting on customer satisfaction trends to clients.

Qualifications

• Proficiency with Microsoft Office 365 including Excel.
• Strong collaboration with team members.
• Ability to provide constructive feedback to agents.
• Excellent attention to detail and follow-through.
• Strong decision-making and problem-solving abilities.
• Ability to work independently.

Responsibilities

• Analyze calls, emails, social media posts, and SMS to identify trends.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction and client standards.
• Provide recommendations for client quality scorecards based on needs.
• Participate in calibration sessions with clients to align scoring.
• Provide feedback to NexRep certification and operations teams based on results.
• Review customer satisfaction data to identify trends for clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Office 365

Collaboration

Feedback

Attention to detail

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS from our independent marketplace contractors on behalf of clients. You will identify trends, ensure compliance with client standards, and collaborate with certification and operations teams to drive quality improvements.

Responsibilities include real-time or after-the-fact monitoring, calibration participation, feedback delivery, and reporting on customer satisfaction trends to clients.