Remote QA Specialist - Client Quality Assurance

NexRep LLC; Montana; Remote; USD 50,000 - 65,000; Full time

Job summary

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

You will monitor interactions in real time or after the fact, review customer satisfaction data, and participate in calibration sessions with NexRep’s client to ensure alignment in scoring.

Qualifications

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

Responsibilities

• Assess that quality of agents’ interactions with customers meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow is used.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with client to ensure scoring alignment.
• 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

Excel skills

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

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

You will monitor interactions in real time or after the fact, review customer satisfaction data, and participate in calibration sessions with NexRep’s client to ensure alignment in scoring.