Remote Quality Assurance Specialist – Customer Interactions

NexRep LLC; Indiana; Remote; USD 42,000 - 66,000; Full time

Job summary

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

You will assess agent interactions, monitor workflows, review customer satisfaction, and provide actionable feedback. Collaboration with teams and timely communication are essential in this remote role.

Qualifications

• Proficiency with Microsoft Office 365, especially Excel.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.

Responsibilities

• Assess quality of agent interactions to meet client standards.
• Monitor real-time or post-call workflows for proper usage.
• Review customer contacts for satisfaction and trends.
• Provide feedback to improve client quality scores.
• Prepare for and participate in calibration sessions with clients.
• Offer feedback to NexRep certification and operations teams.
• Identify trends in customer satisfaction data for clients.
• Deliver detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Microsoft Office 365

Excel

Collaboration

Feedback delivery

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 media posts, and SMS from NexRep’s independent contractors. You will identify trends and work with certification and operations teams to ensure client standards are met.

You will assess agent interactions, monitor workflows, review customer satisfaction, and provide actionable feedback. Collaboration with teams and timely communication are essential in this remote role.