Remote Quality Assurance & Insights Specialist

NexRep LLC; Kentucky; Remote; USD 22,000 - 33,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS from NexRep’s independent marketplace contractors, identifying trends and working with certification and operations teams on behalf of the client to ensure that they meet NexRep’s client’s standards.

The role requires thorough attention to detail, collaboration, and the ability to provide constructive feedback. Daytime to overnight shifts may be required for client coverage.

Qualifications

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

Responsibilities

• Assess that quality of the agents’ interactions 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

Attention to detail

Strong decision-making skills

Team collaboration

Constructive feedback

Independent work

Tools

Microsoft Excel

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts, and SMS from NexRep’s independent marketplace contractors, identifying trends and working with certification and operations teams on behalf of the client to ensure that they meet NexRep’s client’s standards.

The role requires thorough attention to detail, collaboration, and the ability to provide constructive feedback. Daytime to overnight shifts may be required for client coverage.