Remote Quality Assurance Analyst

NexRep LLC; Elm (PA); Remote; USD 45,000 - 75,000; Full time

Job summary

The Quality Specialist at NexRep LLC analyzes calls, emails, social media posts, and SMS contacts from NexRep’s marketplace contractors to identify trends and collaborate with certification and operations teams to meet client standards.

Responsibilities include real-time monitoring, scorecard recommendations, calibration participation with clients, and delivering detailed feedback to contractors and internal teams to drive quality improvements.

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.
• 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

Microsoft Office 365

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Job description

The Quality Specialist at NexRep LLC analyzes calls, emails, social media posts, and SMS contacts from NexRep’s marketplace contractors to identify trends and collaborate with certification and operations teams to meet client standards.

Responsibilities include real-time monitoring, scorecard recommendations, calibration participation with clients, and delivering detailed feedback to contractors and internal teams to drive quality improvements.