Remote Quality Insights Analyst – Customer Interactions

NexRep LLC; Alaska; Remote; USD 25,000 - 39,000; 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 to identify trends and support client standards.

You will collaborate with certification and operations teams, monitor agent interactions in real time or after the fact, review customer satisfaction data, and provide feedback to improve quality scores and calibration sessions with clients.

Qualifications

• Proficiency in Microsoft Office 365, including strong Excel skills.

Responsibilities

• Assess 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 detail scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Skills

Excel proficiency

Collaboration

Attention to detail

Decision making

Independent work

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 to identify trends and support client standards.

You will collaborate with certification and operations teams, monitor agent interactions in real time or after the fact, review customer satisfaction data, and provide feedback to improve quality scores and calibration sessions with clients.