Remote Quality Assurance & Client Calibration Specialist

NexRep LLC; Nebraska; Remote; USD 25.000 - 39.000; Vollzeit

Zusammenfassung

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent contractors, identifying trends and ensuring client standards are met. You will work with certification and operations teams to drive quality across the marketplace.

Responsibilities include monitoring interactions in real time or after the fact, providing actionable feedback, calibrating scoring with clients, and presenting clear results to contractors.

Qualifikationen

• 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.

Aufgaben

• 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.

Kenntnisse

Excel

Office 365

Collaboration

Feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Jobbeschreibung

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent contractors, identifying trends and ensuring client standards are met. You will work with certification and operations teams to drive quality across the marketplace.

Responsibilities include monitoring interactions in real time or after the fact, providing actionable feedback, calibrating scoring with clients, and presenting clear results to contractors.