Quality Specialist
Remote · Portland, Maine, United States
Job Summary
Quality Specialist responsible for analyzing calls, emails, social media posts and/or SMS contacts of NexRep’s independent marketplace contractors, identifying trends, and working with the certification and operations teams on behalf of the client to ensure that they meet client’s standards. Essential functions include monitoring real-time or post-interaction quality, reviewing contacts for customer satisfaction, providing recommendations for client’s quality scorecard, participating in calibration sessions with the client, giving feedback to certification and operations teams, reviewing customer satisfaction data to identify trends, providing detailed scoring information to independent contractors, and facilitating town hall sessions for independent contractors. The role requires proficiency in Microsoft Office 365 (Excel), collaboration skills, constructive feedback, attention to detail, sound decision-making, and the ability to work independently; scheduling may include daytime, evening, overnight, weekends, and holidays, with travel to client locations and travel reimbursements provided.
Required Qualifications
- 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
- Hours/Travel: Daytime, Evening, and Overnight positions available. Weekend and holiday hours may be required to meet client’s needs. Travel to the NexRep client’s location for business meetings may be required. NexRep will reimburse for travel expenses incurred.
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