Remote Quality Specialist - Customer Interaction QA

NexRep LLC; Texas; Remote; USD 40,000 - 60,000; Full time

Benefits offered by this job

Remote work

Travel reimbursements

Job summary

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

This non-exempt, remote-friendly role offers daytime shifts with potential travel for client meetings and travel reimbursements. Strong Excel skills and attention to detail are essential.

Qualifications

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

Responsibilities

• 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 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 Skills

Office 365

Collaboration

Attention to detail

Decision making

Independent work

Tools

Microsoft Office 365

Job description

NexRep LLC in the United States seeks a Quality Specialist to analyze calls, emails, social media posts and SMS interactions from independent marketplace contractors. You will identify trends and collaborate with certification and operations teams to ensure client standards are met.

This non-exempt, remote-friendly role offers daytime shifts with potential travel for client meetings and travel reimbursements. Strong Excel skills and attention to detail are essential.