Remote Quality Assurance Analyst

NexRep LLC; South Carolina; Remote; USD 55,000 - 75,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from its independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

Key duties include real-time or after-the-fact monitoring, feedback provision, and calibration with clients to align scoring. Equal opportunity employer with remote work options across multiple states.

Qualifications

• Proficiency with Microsoft Office 365; strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail in monitoring interactions.
• Strong decision-making and independent work ability.

Responsibilities

• Analyze calls, emails, social media posts, and SMS contacts for NexRep’s independent contractors.
• Identify trends and report to certification and operations teams.
• Monitor real-time or post-hoc interactions to ensure proper workflow.
• Provide recommendations for client quality scorecards.
• Participate in calibration sessions with client to align scoring.
• Provide feedback to certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Collaboration

Constructive feedback

Attention to detail

Decision-making

Independent work

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from its independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

Key duties include real-time or after-the-fact monitoring, feedback provision, and calibration with clients to align scoring. Equal opportunity employer with remote work options across multiple states.