Remote Quality Assurance Technician

NexRep LLC; Austin (TX); Remote; USD 28.000 - 39.000; Vollzeit

Zusammenfassung

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 coordinate with certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent interactions, real-time or post-event monitoring, reviewing customer satisfaction data, and providing feedback to improve quality scores; you will participate in calibration sessions with clients.

Qualifikationen

• Proficiency in Microsoft Office 365.
• Strong Excel skills required.
• Ability to collaborate effectively with team members.
• Ability to provide constructive feedback to agents.
• Attention to detail and strong decision-making skills.
• Ability to work independently.

Aufgaben

• Assess that quality of the agents' interaction 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.

Kenntnisse

Collaboration

Constructive feedback

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Excel

Jobbeschreibung

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 coordinate with certification and operations teams to ensure client standards are met.

Responsibilities include assessing agent interactions, real-time or post-event monitoring, reviewing customer satisfaction data, and providing feedback to improve quality scores; you will participate in calibration sessions with clients.