Remote Quality Assurance Analyst

NexRep LLC; Lexington (KY); Remote; USD 42,000 - 64,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS from our independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor interactions, review customer satisfaction data, and provide actionable feedback to our certification and operations teams. The role requires collaboration, attention to detail, and the ability to work independently, with remote opportunities across multiple states.

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

Microsoft Office 365

Excel

Collaboration

Independent work

Detail-oriented

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS from our independent marketplace contractors, identifying trends and ensuring client standards are met.

You will monitor interactions, review customer satisfaction data, and provide actionable feedback to our certification and operations teams. The role requires collaboration, attention to detail, and the ability to work independently, with remote opportunities across multiple states.