Remote Quality Assurance & Feedback Specialist

NexRep LLC; Maryland City (MD); A distancia; USD 25.000 - 34.000; Jornada completa

Descripción de la vacante

The NexRep LLC quality specialist analyzes calls, emails, social media posts, and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and working with certification and operations teams to ensure client standards are met. Responsibilities include real-time or after-action monitoring, reviewing customer satisfaction, and providing detailed scoring feedback.

The role supports calibration sessions and ongoing feedback loops with the client and internal teams, with

Formación

• 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 and strong decision-making.
• Ability to work independently.

Responsabilidades

• 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.

Conocimientos

Excel skills

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Herramientas

Microsoft Office 365

Descripción del empleo

The NexRep LLC quality specialist analyzes calls, emails, social media posts, and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and working with certification and operations teams to ensure client standards are met. Responsibilities include real-time or after-action monitoring, reviewing customer satisfaction, and providing detailed scoring feedback.

The role supports calibration sessions and ongoing feedback loops with the client and internal teams, with