Remote Quality Assurance Specialist

NexRep LLC; Little Rock (AR); Teletrabalho; USD 42 000 - 64 000; Tempo integral

Resumo da oferta

NexRep LLC is seeking a Quality Specialist to analyze interactions across calls, emails, social media posts and SMS from NexRep's independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to meet client standards.

Responsibilities include real-time or post-interaction monitoring, recommending improvements to client scorecards, and sharing detailed feedback with contractors. Travel for meetings may occur as needed.

Qualificações

• 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

Responsabilidades

• Assess quality of agents' interactions to meet client standards
• Monitor real-time or post-call workflow for proper processes
• Review contacts for customer satisfaction and identify trends
• Provide recommendations for the client's quality scorecard based on needs
• Participate in calibration sessions with the client to align scoring
• Provide feedback to NexRep certification and operations teams based on quality results
• Review customer satisfaction data to identify trends for clients
• Provide detailed scoring information to independent contractors
• Facilitate town hall sessions for independent contractors

Conhecimentos

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Ferramentas

Microsoft Excel

Descrição da oferta de emprego

NexRep LLC is seeking a Quality Specialist to analyze interactions across calls, emails, social media posts and SMS from NexRep's independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to meet client standards.

Responsibilities include real-time or post-interaction monitoring, recommending improvements to client scorecards, and sharing detailed feedback with contractors. Travel for meetings may occur as needed.