Remote Quality Assurance & Feedback Specialist

NexRep LLC; Charlotte (NC); On-site; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from its independent contractors. The role identifies trends and partners with certification and operations teams to ensure client standards are met.

The position emphasizes collaboration, precise feedback, and detailed quality scoring. Travel for occasional client meetings may be required, with travel expenses reimbursed.

Qualifications

• Proficiency with Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail in monitoring interactions and data.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess that agent interactions meet client standards.
• Monitor real-time or post-call workflows for compliance.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecards.
• Prepare for and participate in calibration sessions with the client.
• Provide feedback to NexRep certification and operations teams.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel

Microsoft Office 365

Collaborate effectively

Provide constructive feedback

Attention to detail

Decision-making

Independent work

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts from its independent contractors. The role identifies trends and partners with certification and operations teams to ensure client standards are met.

The position emphasizes collaboration, precise feedback, and detailed quality scoring. Travel for occasional client meetings may be required, with travel expenses reimbursed.