Remote Quality Assurance Specialist

NexRep LLC; Wilmington (VT); A distancia; USD 28.000 - 33.000; Jornada completa

Descripción de la vacante

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, and messages from our independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to meet client standards.

The position is remote across the United States with daytime to overnight shifts. You will monitor interactions, provide actionable feedback, and contribute to calibration sessions to ensure consistent quality scoring for clients.

Formación

• Proficiency in Microsoft Office 365, including strong Excel skills.
• Ability to collaborate effectively with other team members.
• Ability to provide constructive feedback to agents.
• Strong decision-making skills.
• Ability to work independently.

Responsabilidades

• 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.

Conocimientos

Collaboration

Attention to detail

Decision making

Independent work

Herramientas

Microsoft Office 365

Excel

Descripción del empleo

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, and messages from our independent marketplace contractors. The role focuses on identifying trends and collaborating with certification and operations teams to meet client standards.

The position is remote across the United States with daytime to overnight shifts. You will monitor interactions, provide actionable feedback, and contribute to calibration sessions to ensure consistent quality scoring for clients.