Remote Quality Assurance Specialist - Customer Interactions

NexRep LLC; Providence (RI); Presencial; USD 52 000 - 75 000; Tempo integral

Resumo da oferta

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors, identifying trends and supporting client quality standards.

You will monitor interactions in real time or after the fact, provide constructive feedback, participate in calibration sessions, and collaborate with the certification and operations teams to ensure agents meet scorecard requirements.

Qualificações

• 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.

Responsabilidades

• Assess that quality of the agents' interactions 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.

Conhecimentos

Attention to detail

Strong decision-making

Independent worker

Collaboration

Feedback delivery

Ferramentas

Microsoft Office 365

Excel

Descrição da oferta de emprego

NexRep LLC in the United States is seeking a Quality Specialist to analyze calls, emails, social media posts and SMS contacts from NexRep's independent marketplace contractors, identifying trends and supporting client quality standards.

You will monitor interactions in real time or after the fact, provide constructive feedback, participate in calibration sessions, and collaborate with the certification and operations teams to ensure agents meet scorecard requirements.