Remote Quality Assurance Specialist

NexRep LLC; Yuma (AZ); Remote; USD 25.000 - 39.000; Vollzeit

Zusammenfassung

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and collaborating with certification and operations teams to ensure client standards are met. The role covers real-time and post-call monitoring, scoring, and calibration with clients, plus providing detailed feedback to contractors.

Equal opportunity employer.

Qualifikationen

• Proficiency with Microsoft Office 365, especially Excel.
• Ability to collaborate effectively with team members.
• Strong attention to detail and good decision-making.

Aufgaben

• Assess quality of agents’ interactions to meet client standards.
• Monitor real-time or post-hoc workflows for proper usage.
• Review contacts for customer satisfaction and provide trend insights.
• Provide recommendations for client’s quality scorecard based on needs.
• Participate in calibration sessions with clients to align scoring.
• Provide feedback to certification and operations teams based on results.
• Identify trends from customer satisfaction data for clients.

Kenntnisse

Collaboration

Attention to detail

Decision making

Independent work

Analytical thinking

Tools

Excel

Microsoft Office 365

Jobbeschreibung

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and collaborating with certification and operations teams to ensure client standards are met. The role covers real-time and post-call monitoring, scoring, and calibration with clients, plus providing detailed feedback to contractors.

Equal opportunity employer.