Remote Quality & Calibration Specialist

NexRep LLC; Louisiana; Remote; USD 22,000 - 30,000; Full time

Job summary

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts within NexRep's independent marketplace. You will identify trends, collaborate with certification and operations teams, and ensure contractors meet client standards.

Responsibilities include real-time quality monitoring, calibration sessions, and providing detailed scoring insights to contractors. Travel may be occasional, and the role supports remote work options in multiple states.

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

• Assess quality of agents' interactions to meet client standards.
• Monitor real-time or after-the-fact workflows.
• Review customer contacts for satisfaction.
• Provide recommendations for client quality scorecards.
• Participate in calibration sessions with clients to align scoring.
• Provide feedback to NexRep certification and operations teams.
• Review satisfaction data to identify trends for clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel skills

Team collaboration

Feedback delivery

Attention to detail

Decision making

Independent work

Job description

NexRep LLC seeks a Quality Specialist to analyze calls, emails, social media posts, and SMS contacts within NexRep's independent marketplace. You will identify trends, collaborate with certification and operations teams, and ensure contractors meet client standards.

Responsibilities include real-time quality monitoring, calibration sessions, and providing detailed scoring insights to contractors. Travel may be occasional, and the role supports remote work options in multiple states.