Remote Quality Assurance Specialist – Real-Time Feedback

NexRep LLC; Clayton (NC); Remote; USD 42,000 - 54,000; Full time

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, identifying trends and working with certification and operations teams to meet client standards.

You will assess agent interaction quality, monitor workflows, review customer satisfaction data, and provide feedback and calibration input to improve the client’s quality scorecard.

Qualifications

• Proficiency with Microsoft Office 365 and Excel.
• Ability to collaborate with colleagues and clients.
• Attention to detail and strong decision-making abilities.

Responsibilities

• Assess that quality of agent interactions with customers meets client standards.
• Monitor agents in real time or after the fact to ensure proper workflow.
• Review contacts for customer satisfaction.
• Provide recommendations for client’s quality scorecard based on client needs.
• Prepare for and participate in calibration sessions with the client to ensure alignment in scoring.
• Provide feedback to certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends for clients.

Skills

Collaboration

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 media posts and SMS contacts from NexRep’s independent marketplace contractors, identifying trends and working with certification and operations teams to meet client standards.

You will assess agent interaction quality, monitor workflows, review customer satisfaction data, and provide feedback and calibration input to improve the client’s quality scorecard.