Remote QA Specialist - Customer Interactions

NexRep LLC; Juneau (AK); Teletrabalho; USD 22 000 - 33 000; Tempo integral

Resumo da oferta

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS interactions by our independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include real-time and post-call monitoring, recommending improvements to client scorecards, and facilitating calibration sessions with clients. Travel may be required for meetings; remote work is available in several states.

Qualificações

• 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.

Responsabilidades

• 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.

Conhecimentos

Attention to detail

Independent worker

Collaboration

Feedback delivery

Decision making

Ferramentas

Microsoft Office 365

Excel

Descrição da oferta de emprego

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS interactions by our independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include real-time and post-call monitoring, recommending improvements to client scorecards, and facilitating calibration sessions with clients. Travel may be required for meetings; remote work is available in several states.