Remote Quality Assurance Analyst – Customer Interactions

NexRep LLC; Indianapolis (IN); On-site; USD 28,000 - 44,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS interactions from our independent marketplace contractors. You will identify trends and coordinate with certification and operations teams to meet client standards.

You will monitor real-time and post-hoc interactions, provide actionable feedback, participate in calibration sessions with clients, and share detailed scoring insights to contractors to drive quality improvements.

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

collaboration

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 posts, and SMS interactions from our independent marketplace contractors. You will identify trends and coordinate with certification and operations teams to meet client standards.

You will monitor real-time and post-hoc interactions, provide actionable feedback, participate in calibration sessions with clients, and share detailed scoring insights to contractors to drive quality improvements.