Remote Quality Assurance Specialist

NexRep LLC; Arizona; Remote; USD 25,000 - 39,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from independent contractors, identifying trends and working with certification and operations to meet client standards.

The role involves real-time or posthoc monitoring, feedback delivery, calibration sessions with clients, and contributing to client quality scorecards. Remote positions across multiple states are available.

Qualifications

• Proficiency in Microsoft Office 365 with strong Excel skills.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents, with attention to detail.

Responsibilities

• Assess quality of agents' interactions to meet client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecards.
• Prepare for calibration sessions with the client to align scoring.
• 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

Collaboration

Decision making

Independent work

Attention to detail

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS from independent contractors, identifying trends and working with certification and operations to meet client standards.

The role involves real-time or posthoc monitoring, feedback delivery, calibration sessions with clients, and contributing to client quality scorecards. Remote positions across multiple states are available.