Remote Quality Assurance Specialist - Customer Interactions

NexRep LLC; Florida; Remote; USD 25.000 - 39.000; Vollzeit

Zusammenfassung

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

Responsibilities include real-time and retrospective quality monitoring, feedback delivery, calibration sessions, and presenting actionable insights to contractors. Remote work is available nationwide in the United States.

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 in evaluating interactions.
• Strong decision-making skills.
• Ability to work independently.

Aufgaben

• 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.

Kenntnisse

Excel

Office 365

Attention to detail

Team collaboration

Decision making

Independent work

Jobbeschreibung

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

Responsibilities include real-time and retrospective quality monitoring, feedback delivery, calibration sessions, and presenting actionable insights to contractors. Remote work is available nationwide in the United States.