Remote Quality Assurance Specialist

NexRep LLC; Wilmington (VT); Remote; USD 48,000 - 70,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from its independent marketplace contractors to ensure client standards are met. You will monitor interactions, review satisfaction, and provide actionable feedback to improve quality scores.

Responsibilities include calibrating with clients, reporting trends, and delivering detailed scoring information to contractors.

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

• Analyze calls, emails, social media posts and SMS contacts for NexRep’s client quality.
• Monitor real-time or post-hoc interactions to ensure proper workflow.
• Review contacts for customer satisfaction and identify trends.
• Provide recommendations for client quality scorecard.
• Participate in calibration sessions with the client to align scoring.
• Give 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

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Job description

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from its independent marketplace contractors to ensure client standards are met. You will monitor interactions, review satisfaction, and provide actionable feedback to improve quality scores.

Responsibilities include calibrating with clients, reporting trends, and delivering detailed scoring information to contractors.