Remote Quality Analyst & Customer Experience Coach

NexRep LLC; Bismarck (ND); Remote; USD 23,000 - 39,000; Full time

Job summary

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

You will assess agent interactions, monitor workflows, review customer satisfaction, and provide actionable feedback to improve quality scores. Travel for client meetings may be required, with travel expenses reimbursed.

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 proficiency

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Job description

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

You will assess agent interactions, monitor workflows, review customer satisfaction, and provide actionable feedback to improve quality scores. Travel for client meetings may be required, with travel expenses reimbursed.