Remote QA Specialist: Customer Interaction Quality

NexRep LLC; Yorktown (VA); Remote; USD 45,000 - 65,000; Full time

Benefits offered by this job

Travel reimbursement

Job summary

NexRep LLC is seeking a quality specialist to analyze calls, emails, social media posts, and SMS interactions from NexRep’s independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-hoc monitoring, providing feedback, and calibrating scores with clients. The position supports remote operations with travel reimbursement as needed.

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

• Assess that quality of the agents’ interaction with customers meets client’s standards
• Monitor agents in real time or after the fact to ensure proper workflow is being 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 NexRep’s client to ensure alignment in scoring
• Provide feedback to NexRep certification and operations team based on quality results
• Review customer satisfaction data to identify trends for NexRep’s clients.
• Provide detail scoring information to independent contractors
• Facilitate town hall sessions for independent contractors

Skills

Excel skills

Collaboration

Feedback delivery

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 interactions from NexRep’s independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-hoc monitoring, providing feedback, and calibrating scores with clients. The position supports remote operations with travel reimbursement as needed.