Remote Quality Assurance Specialist – Customer Interactions

NexRep LLC; Iowa Center (IA); Remote; USD 42,000 - 66,000; Full time

Benefits offered by this job

Remote work

Job summary

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

Responsibilities include real-time and post-call quality monitoring, scoring and feedback, calibration sessions with clients, and communicating findings to contractors to improve service quality.

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.
• Strong decision-making skills.
• Ability to work independently.

Responsibilities

• Analyze calls, emails, social media posts and SMS contacts for NexRep’s independent contractors to identify trends.
• Monitor real-time or post-interaction quality to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecards based on client needs.
• Prepare for and participate in calibration sessions with clients to ensure consistent 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.

Skills

Excel

Collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Tools

Office 365

Job description

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

Responsibilities include real-time and post-call quality monitoring, scoring and feedback, calibration sessions with clients, and communicating findings to contractors to improve service quality.