Remote Quality Assurance Specialist | Client QA & Feedback

NexRep LLC; Minneota (MN); Remoto; USD 42.000 - 72.000; Tempo pieno

Descrizione del lavoro

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from the company’s independent contractors to identify trends and ensure client standards are met.

You will monitor real-time and post-hoc interactions, provide feedback to certification and operations teams, and prepare calibration sessions with clients to align scoring. This role is remote across participating states.

Competenze

• 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.

Mansioni

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

Conoscenze

Office 365

Excel

Collaboration

Feedback

Attention to detail

Decision-making

Independence

Strumenti

Microsoft Office 365

Descrizione del lavoro

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from the company’s independent contractors to identify trends and ensure client standards are met.

You will monitor real-time and post-hoc interactions, provide feedback to certification and operations teams, and prepare calibration sessions with clients to align scoring. This role is remote across participating states.