Quality Specialist

NexRep LLC • Portland, ME

21d • Remote

About The Position

The Quality Specialist analyzes calls, emails, social media posts, and/or SMS contacts handled by NexRep’s independent marketplace contractors. The role identifies trends and works with the certification and operations teams on behalf of the client to ensure contractors meet client standards. The position may involve daytime, evening, or overnight hours, and weekend or holiday work may be required to meet client needs. Occasional travel to a NexRep client location for business meetings may be required; NexRep reimburses incurred travel expenses.

The role is designated non-exempt. NexRep offers remote positions in the states listed in the job posting. NexRep states that it provides equal employment opportunities and prohibits discrimination and harassment across employment terms and conditions.

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.

Responsibilities

• Assess whether agents’ interactions with customers meet client standards.
• Monitor agents in real time or after the fact to ensure proper workflows are followed.
• Review contacts for customer satisfaction.
• Recommend client quality scorecard elements based on client needs.
• Prepare for and participate in calibration sessions with the client to ensure alignment in scoring.
• Provide feedback to NexRep’s certification and operations teams based on quality results.
• Review customer satisfaction data to identify trends for NexRep’s clients.
• Provide detailed scoring information to independent contractors.
• Facilitate town hall sessions for independent contractors.

Benefits

• Travel expenses incurred for required business travel are reimbursed.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed