Quality Specialist

This is a fully remote position, open to applicants in Maine.

📋 Description

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

• Recognize patterns and collaborate with certification and operations teams

• Observe agents in real-time or retrospectively

• Assess contacts for customer satisfaction levels

• Offer suggestions for enhancing the client’s quality scorecard

• Engage in calibration sessions with NexRep's client

• Deliver feedback to NexRep's certification and operations team

• Analyze customer satisfaction data to uncover trends

• Organize town hall meetings for independent contractors

⛳️ Requirements

• Expertise in Microsoft Office 365, with advanced Excel capabilities

• Capacity to work collaboratively with fellow team members

• Skill in providing constructive feedback to agents

• Strong attention to detail

• Excellent decision-making abilities

• Capability to work autonomously

🏝️ Benefits

• NexRep offers equal employment opportunities

• Prohibits any form of discrimination and harassment