Remote Quality Assurance Analyst: CX & Calibration

NexRep LLC; Little Rock (AR); Remote; USD 40,000 - 55,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep's independent marketplace contractors to ensure client standards are met. You will monitor interactions in real time or after the fact to verify proper workflow and assess customer satisfaction.

Responsibilities include providing recommendations for the client’s quality scorecard, preparing for calibration sessions, and delivering detailed scoring feedback to contractors.

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 detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Office 365

Collaboration

Attention to detail

Independent work

Decision-making

Feedback provision

Tools

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from NexRep's independent marketplace contractors to ensure client standards are met. You will monitor interactions in real time or after the fact to verify proper workflow and assess customer satisfaction.

Responsibilities include providing recommendations for the client’s quality scorecard, preparing for calibration sessions, and delivering detailed scoring feedback to contractors.