Remote Customer Experience Quality Analyst

NexRep LLC; Central City (KY); Remote; USD 42.000 - 66.000; Vollzeit

Zusammenfassung

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

Responsibilities include real-time and post-analysis monitoring, calibration participation, and delivering actionable feedback to internal teams and contractors, with strong Excel and Office 365 skills required.

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

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

Kenntnisse

Microsoft Office 365

Excel

Jobbeschreibung

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

Responsibilities include real-time and post-analysis monitoring, calibration participation, and delivering actionable feedback to internal teams and contractors, with strong Excel and Office 365 skills required.