Quality Specialist

This is a fully remote position, open to applicants in Alabama, +35 more states.

📋 Description

• Evaluate calls, emails, social media interactions, and/or SMS communications from NexRep’s independent marketplace contractors.

• Recognize patterns and collaborate with certification and operations teams on behalf of clients.

• Determine if agents’ customer interactions align with client expectations.

• Observe agents in real-time or retrospectively to ensure effective workflow.

• Analyze interactions for customer satisfaction.

• Offer suggestions for clients’ quality scorecards.

• Prepare for and engage in calibration sessions with NexRep’s clients.

• Share insights with NexRep certification and operations teams based on quality outcomes.

• Examine customer satisfaction metrics to identify trends.

• Deliver comprehensive scoring information to independent contractors.

• Lead town hall meetings for independent contractors.

⛳️ Requirements

• Proficient in Microsoft Office 365, with strong skills in Excel.

• Capable of collaborating effectively with fellow team members.

• Skilled in providing constructive feedback to agents.

• Detail-oriented.

• Strong decision-making capabilities.

• Able to work autonomously.

• Availability for weekend and holiday hours to accommodate client needs may be necessary.

• Occasional travel to the NexRep client’s location for business meetings may be required.

🏝️ Benefits

• NexRep will reimburse travel expenses incurred.

• Flexible remote work options.

• Positions available during daytime, evening, and overnight shifts.

• Commitment to equal employment opportunity and anti-discrimination protections.