Quality & Calibration Specialist

NexRep LLC

El Paso (TX)

Remote

USD 25,000 - 39,000

Full time

8 days ago

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Job summary

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

The role involves real-time or post-analysis monitoring, feedback delivery, and participation in calibration sessions with clients. Remote daytime/shift options are available across multiple states.

Qualifications

Proficiency in Microsoft Office 365, including strong Excel skills.
Ability to collaborate effectively with other team members.
Ability to provide constructive feedback to agents.
Attention to detail and strong decision-making.
Ability to work independently.

Responsibilities

Assess that quality of the agents’ interactions meets client standards.
Monitor agents in real time or after the fact to ensure proper workflow.
Review contacts for customer satisfaction.
Provide recommendations for client quality scorecard.
Prepare for calibration sessions with the client to align scoring.
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

Collaboration

Constructive feedback

Attention to detail

Independent work

Strong decision-making

Tools

Microsoft Office 365

Excel

Job description

The role involves real-time or post-analysis monitoring, feedback delivery, and participation in calibration sessions with clients. Remote daytime/shift options are available across multiple states.

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