Remote Quality Analyst & Calibration Specialist

NexRep LLC; Crystal Bay (NV); Remote; USD 25,000 - 39,000; Full time

Job summary

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

You will assess agent interactions, monitor real-time workflows, review customer satisfaction, and provide actionable recommendations for the client’s quality scorecard.

Qualifications

• Proficiency with Microsoft Office 365, especially Excel.
• Ability to collaborate effectively with team members.
• Capacity to provide constructive feedback to agents.
• Strong attention to detail in evaluating calls, emails, and messages.
• Solid decision-making skills under varying client needs.
• Ability to work independently with minimal supervision.

Responsibilities

• Assess that the quality of agents’ 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 based on client needs.
• Prepare for and participate in calibration sessions with the client to align scoring.
• Provide feedback to NexRep certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends for NexRep’s clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

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 its independent marketplace contractors. You will identify trends and partner with certification and operations teams to ensure client standards are met.

You will assess agent interactions, monitor real-time workflows, review customer satisfaction, and provide actionable recommendations for the client’s quality scorecard.