Remote Quality Assurance & Calibration Specialist

NexRep LLC; Clayton (MO); Remote; USD 52,000 - 76,000; Full time

Job summary

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts and SMS from NexRep’s independent contractors, identify trends, and work with certification and operations teams to meet client standards.

The role emphasizes attention to detail, analytical thinking and constructive feedback to improve quality scores. You will monitor interactions, contribute recommendations for scorecards, and participate in calibration sessions with clients.

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

Excel

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Job description

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts and SMS from NexRep’s independent contractors, identify trends, and work with certification and operations teams to meet client standards.

The role emphasizes attention to detail, analytical thinking and constructive feedback to improve quality scores. You will monitor interactions, contribute recommendations for scorecards, and participate in calibration sessions with clients.