Remote Quality Assurance Specialist

NexRep LLC; Columbia (SC); Remote; USD 42,000 - 68,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze interactions across calls, emails, social media posts, and SMS, identify trends, and work with certification and operations teams to ensure client standards are met.

The role involves real-time and post-analysis monitoring, providing actionable feedback, and participating in calibration sessions with clients to align scoring. Remote, full-time opportunity in the United States.

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.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• 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.

Skills

Excel skills

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze interactions across calls, emails, social media posts, and SMS, identify trends, and work with certification and operations teams to ensure client standards are met.

The role involves real-time and post-analysis monitoring, providing actionable feedback, and participating in calibration sessions with clients to align scoring. Remote, full-time opportunity in the United States.