Remote Quality Assurance Specialist (Client Standards)

NexRep LLC; North Dakota; Remote; USD 25.000 - 39.000; Vollzeit

Zusammenfassung

NexRep LLC is seeking a Quality Specialist (Non-Exempt) to analyze calls, emails, social media posts and SMS contacts of NexRep’s independent contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include monitoring real-time workflows, reviewing customer satisfaction, and providing actionable feedback to improve quality scores and calibration with clients.

Qualifikationen

• 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.

Aufgaben

• Assess that quality of 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.

Kenntnisse

Excel skills

Team collaboration

Feedback delivery

Decision making

Independent work

Tools

Microsoft Office 365

Jobbeschreibung

NexRep LLC is seeking a Quality Specialist (Non-Exempt) to analyze calls, emails, social media posts and SMS contacts of NexRep’s independent contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

Responsibilities include monitoring real-time workflows, reviewing customer satisfaction, and providing actionable feedback to improve quality scores and calibration with clients.