Remote Contact Center Quality Specialist

NexRep LLC; Bastrop (LA); Remote; USD 36.000 - 56.000; Vollzeit

Zusammenfassung

NexRep LLC seeks a Quality Specialist to analyze interactions from independent marketplace contractors, identify trends, and collaborate with certification and operations teams to ensure client standards are met.

The role requires Excel proficiency, attention to detail, and the ability to provide constructive feedback. Remote work options and varying shifts may apply to meet client needs.

Qualifikationen

• 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.

Aufgaben

• Analyze calls, emails, social media posts and SMS interactions for NexRep’s contractors.
• Identify trends and share insights with certification and operations teams.
• Monitor real-time or post-interaction quality against client standards.
• Provide recommendations to improve client quality scores.
• Prepare for and participate in calibration sessions with clients.
• Provide feedback to NexRep certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends for clients.
• Deliver detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Kenntnisse

Excel

Team collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Jobbeschreibung

NexRep LLC seeks a Quality Specialist to analyze interactions from independent marketplace contractors, identify trends, and collaborate with certification and operations teams to ensure client standards are met.

The role requires Excel proficiency, attention to detail, and the ability to provide constructive feedback. Remote work options and varying shifts may apply to meet client needs.