Quality Specialist

Role Overview

• Analyze calls, emails, social media posts, and/or SMS contacts of NexRep’s independent contractors
• Identify trends and work with certification and operations teams
• Monitor agents in real time or after the fact
• Review contacts for customer satisfaction
• Provide recommendations for client’s quality scorecard
• Participate in calibration sessions with NexRep's client
• Provide feedback to NexRep certification and operations team
• Review customer satisfaction data to identify trends
• Facilitate town hall sessions for independent contractors

Requirements

• 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

Benefits

• NexRep provides equal employment opportunities
• Prohibits discrimination and harassment of any type