Remote Quality Analyst & Calibration Specialist

NexRep LLC; Helena (MT); A distancia; USD 22.000 - 36.000; Jornada completa

Descripción de la vacante

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

Responsibilities include real-time or post-analysis monitoring, providing detailed scoring, and participating in calibration sessions. Remote work is available across multiple US states, with travel occasionally reimbursed.

Formación

• Proficiency in Microsoft Office 365 with 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 agent interactions meets client standards.
• Monitor agents in real time or after the fact to ensure workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client's quality scorecard.
• Prepare for and participate in calibration sessions with client.
• Provide feedback to NexRep certification and operations team.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Conocimientos

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Herramientas

Microsoft Office 365

Descripción del empleo

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

Responsibilities include real-time or post-analysis monitoring, providing detailed scoring, and participating in calibration sessions. Remote work is available across multiple US states, with travel occasionally reimbursed.