Remote Quality Analyst – Client Interaction Insights

NexRep LLC

Eagle (ID)

Remote

USD 40,000 - 60,000

Full time

7 days ago

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Job summary

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

You will monitor performance in real time or retrospectively, provide actionable feedback, collaborate across teams, and help calibrate scoring with clients.

Qualifications

Proficiency in Microsoft Office 365, including Excel.
Ability to collaborate effectively with team members.
Ability to provide constructive feedback to agents and maintain attention to detail.
Strong decision-making skills and independence in work.

Responsibilities

Assess that quality of the agents’ interactions meets client standards.
Monitor agents in real time or after the fact to ensure proper workflow.
Review contacts for customer satisfaction.
Provide recommendations for 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 team 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

Microsoft Office 365

Excel

Collaboration

Feedback to agents

Attention to detail

Independent work

Tools

Microsoft Office 365

Job description

You will monitor performance in real time or retrospectively, provide actionable feedback, collaborate across teams, and help calibrate scoring with clients.

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