Remote Quality Assurance Specialist - Customer Interactions

NexRep LLC; Idaho; Remote; USD 42,000 - 64,000; Full time

Job summary

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social posts, and SMS from NexRep’s independent contractors to identify trends and advise on client standards. You will partner with certification and operations teams to improve quality scores and ensure client expectations are met.

You will monitor interactions in real time and after the fact, provide actionable feedback, assist calibration sessions, and share trend insights to drive continuous improvement for NexRep’s

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 in evaluating interactions.
• Strong decision-making skills to interpret quality data.
• Ability to work independently and manage time effectively.

Responsibilities

• Assess that quality of agents’ interactions meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction and identify trends.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with the client.
• Provide 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 posts, and SMS from NexRep’s independent contractors to identify trends and advise on client standards. You will partner with certification and operations teams to improve quality scores and ensure client expectations are met.

You will monitor interactions in real time and after the fact, provide actionable feedback, assist calibration sessions, and share trend insights to drive continuous improvement for NexRep’s