Remote Quality Assurance Specialist

NexRep LLC; Utah; Remote; USD 42,000 - 68,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS from NexRep’s independent contractors, identifying trends and working with certification and operations teams to meet client standards.

You will monitor interactions in real time or after the fact, review customer satisfaction data, provide scoring feedback, participate in calibration sessions, and share insights to improve quality scores across the client base.

Qualifications

• Microsoft Office 365 proficiency including Excel.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents.
• Attention to detail and accuracy in evaluations.
• Strong decision-making skills and judgment.
• Ability to work independently and manage time.

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 detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel proficiency

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts and SMS from NexRep’s independent contractors, identifying trends and working with certification and operations teams to meet client standards.

You will monitor interactions in real time or after the fact, review customer satisfaction data, provide scoring feedback, participate in calibration sessions, and share insights to improve quality scores across the client base.