Remote Quality Assurance Analyst - Customer Interactions

NexRep LLC; Idaho Falls (ID); Remoto; USD 42.000 - 64.000; Tempo pieno

Descrizione del lavoro

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

You will monitor interactions, provide scoring feedback, participate in calibration sessions with clients, and share actionable recommendations to improve client quality scores. Remote-friendly role with potential travel for meetings.

Competenze

• 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.

Mansioni

• Assess that quality of the agents' interactions meets client 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 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 clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Conoscenze

Collaboration

Attention to detail

Independent work

Decision making

Feedback to agents

Strong Excel skills

Strumenti

Excel

Microsoft Office 365

Descrizione del lavoro

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

You will monitor interactions, provide scoring feedback, participate in calibration sessions with clients, and share actionable recommendations to improve client quality scores. Remote-friendly role with potential travel for meetings.