Remote Quality Assurance Specialist - Customer Interactions

NexRep LLC; Manchester (NH); Remoto; USD 30.000 - 52.000; Tempo pieno

Descrizione del lavoro

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors, identify trends, and help ensure client standards are met.

You will work with the certification and operations teams, provide actionable feedback, participate in calibration sessions with clients, and share detailed scoring insights with contractors. This remote role supports NexRep's client base across the United States.

Competenze

• Proficiency with Microsoft Office 365, especially Excel.
• Strong collaboration and communication abilities.
• Detail-oriented with good analytical skills.
• Capable of independent work and sound judgment.

Mansioni

• Assess that quality of agents' interactions meets client standards.
• Monitor real-time or post-hoc agent performance for proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client quality scorecard.
• Prepare for and participate in calibration sessions with the client.
• Provide feedback to certification and operations teams based on results.
• Review customer satisfaction data to identify trends.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Conoscenze

Attention to detail

Decision making

Team collaboration

Independent work

Feedback provision

Strumenti

Microsoft Office 365

Excel

Descrizione del lavoro

NexRep LLC is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors, identify trends, and help ensure client standards are met.

You will work with the certification and operations teams, provide actionable feedback, participate in calibration sessions with clients, and share detailed scoring insights with contractors. This remote role supports NexRep's client base across the United States.