Remote Quality Assurance Analyst

NexRep LLC; Nashville (TN); À distance; USD 28 000 - 39 000; Plein temps

Résumé du poste

NexRep LLC is hiring a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from NexRep's independent marketplace contractors. The role involves identifying trends and coordinating with certification and operations teams to ensure client standards are met.

The position requires strong Excel skills, collaboration, and the ability to provide constructive feedback. Candidates may travel for occasional meetings; remote work is offered for qualified states.

Qualifications

• Proficiency with Microsoft Office 365, especially Excel.
• Ability to collaborate effectively with teammates.
• Ability to provide constructive feedback to agents.
• Attention to detail in reviewing interactions and data.
• Strong decision-making skills in evaluating quality trends.
• Ability to work independently and manage tasks.

Responsabilités

• Assess that quality of the agents' interactions meets client standards.
• Monitor agents in real time or post-event to ensure proper workflow.
• Review contacts for customer satisfaction and trends.
• Provide recommendations for the client's quality scorecard.
• Prepare for and participate in calibration sessions with the client.
• Provide feedback to NexRep certification and operations teams.
• Review customer satisfaction data to identify trends for clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Connaissances

Microsoft Office 365

Excel skills

collaborate with team

constructive feedback

attention to detail

decision making

independent work

Description du poste

NexRep LLC is hiring a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from NexRep's independent marketplace contractors. The role involves identifying trends and coordinating with certification and operations teams to ensure client standards are met.

The position requires strong Excel skills, collaboration, and the ability to provide constructive feedback. Candidates may travel for occasional meetings; remote work is offered for qualified states.