Remote Quality Assurance Analyst

NexRep LLC

South Dakota Park (SD)

À distance

USD 42 000 - 66 000

Plein temps

Il y a 7 jours

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Résumé du poste

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

You will monitor interactions in real time or after the fact, review satisfaction data, and provide actionable feedback to improve client scores. Remote, daytime/evening shifts may apply, with travel minimal.

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 is essential.
Strong decision-making skills are required.
Ability to work independently on tasks.

Responsabilités

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