Remote Quality Assurance Specialist

NexRep LLC; Jackson (MS); Remote; USD 25,000 - 39,000; Full time

Job summary

The quality specialist at NexRep LLC analyzes calls, emails, social media posts and SMS from NexRep's independent marketplace contractors to identify trends and work with certification and operations teams to ensure client standards are met.

You will monitor interactions, review satisfaction data, and provide actionable feedback and calibration input to align scoring with client expectations. This role supports a remote, flexible work environment with a strong emphasis on attention to detail.

Qualifications

• 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.
• 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
• 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

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

The quality specialist at NexRep LLC analyzes calls, emails, social media posts and SMS from NexRep's independent marketplace contractors to identify trends and work with certification and operations teams to ensure client standards are met.

You will monitor interactions, review satisfaction data, and provide actionable feedback and calibration input to align scoring with client expectations. This role supports a remote, flexible work environment with a strong emphasis on attention to detail.