Remote Quality Assurance Specialist

NexRep LLC; Michigan; Remote; USD 50,000 - 70,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media and SMS interactions from NexRep’s independent marketplace contractors. The role focuses on identifying trends, ensuring client standards are met, and collaborating with certification and operations teams to improve quality metrics.

The position emphasizes real-time or post-call monitoring, calibration with clients, and delivering actionable feedback to agents to drive client satisfaction and quality scores across

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 quality of agent interactions to meet client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction and identify trends.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and 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.

Skills

Team collaboration

Constructive feedback

Attention to detail

Decision making

Ability to work independently

Tools

Excel

Microsoft Office 365

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media and SMS interactions from NexRep’s independent marketplace contractors. The role focuses on identifying trends, ensuring client standards are met, and collaborating with certification and operations teams to improve quality metrics.

The position emphasizes real-time or post-call monitoring, calibration with clients, and delivering actionable feedback to agents to drive client satisfaction and quality scores across