Remote Quality Analyst: Customer Interactions Calibration

NexRep LLC; Phoenix (AZ); A distancia; USD 25.000 - 39.000; Jornada completa

Descripción de la vacante

NexRep LLC seeks a quality specialist to analyze calls, emails, social media and SMS interactions of NexRep's independent contractors, identify trends, and work with the certification and operations teams to ensure client standards are met.

The role includes assessing agent performance, real-time or post-call monitoring, reviewing customer satisfaction, providing feedback, and participating in calibration sessions to ensure alignment in scoring.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Excel skills

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Herramientas

Microsoft Office 365

Descripción del empleo

NexRep LLC seeks a quality specialist to analyze calls, emails, social media and SMS interactions of NexRep's independent contractors, identify trends, and work with the certification and operations teams to ensure client standards are met.

The role includes assessing agent performance, real-time or post-call monitoring, reviewing customer satisfaction, providing feedback, and participating in calibration sessions to ensure alignment in scoring.