Quality & Customer Experience Analyst

NexRep LLC; Pennsylvania; Remote; USD 42,000 - 64,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from its independent marketplace contractors, identifying trends and ensuring client standards are met.

Responsibilities include monitoring, reviewing satisfaction, calibrating with clients, and providing actionable feedback to certification and operations teams, with remote work optional 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.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Analyze calls, emails, social media posts and SMS from NexRep’s contractors to identify trends.
• Monitor real-time or post-interaction workflows to ensure proper process usage.
• Review customer contacts for satisfaction and score quality.
• 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 quality 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

Collaboration

Feedback provision

Attention to detail

Decision making

Independent work

Communication

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from its independent marketplace contractors, identifying trends and ensuring client standards are met.

Responsibilities include monitoring, reviewing satisfaction, calibrating with clients, and providing actionable feedback to certification and operations teams, with remote work optional across multiple states.