Remote Quality Analyst – Customer Interactions

NexRep LLC; Iowa Center (IA); Remote; USD 28,000 - 41,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and advising client teams on quality standards.

You will monitor interactions in real time or after the fact, provide actionable feedback, participate in calibration sessions, and help drive continuous improvement across client programs. This remote role supports daytime to overnight shifts and occasional travel as needed.

Qualifications

• Proficiency with 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 in monitoring and scoring interactions.
• Strong decision-making and independent work abilities.

Responsibilities

• Assess that quality of agents’ interactions with customers meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow is 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 client to align scoring.
• Provide feedback to NexRep certification and operations teams 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

Excel proficiency

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 contacts from NexRep’s independent marketplace contractors, identifying trends and advising client teams on quality standards.

You will monitor interactions in real time or after the fact, provide actionable feedback, participate in calibration sessions, and help drive continuous improvement across client programs. This remote role supports daytime to overnight shifts and occasional travel as needed.