Remote Quality Assurance Specialist

NexRep LLC; Michigan; Remote; USD 48,000 - 60,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-call monitoring, reviewing customer satisfaction, and providing feedback to improve the quality scorecard.

Qualifications

• Proficiency in Microsoft Office 365, including Excel.
• Ability to collaborate effectively with other team members.
• Attention to detail with strong decision-making skills.
• Ability to work independently.

Responsibilities

• Assess quality of agents' interactions to meet client standards.
• Monitor real-time or post-call workflow adherence.
• Review contacts for customer satisfaction and provide trends.
• Prepare calibration sessions with clients to align scoring.

Skills

Excel

Collaboration

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include real-time or post-call monitoring, reviewing customer satisfaction, and providing feedback to improve the quality scorecard.