Quality Specialist

Job Status: Non-Exempt – Full Time 

Job Summary: The quality specialist is 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 NexRep’s client’s standards. 

Essential Functions:

• Assess that quality of the agents’ interaction with customers meets client’s standards 
• Monitor agents in real time or after the fact to ensure proper workflow is being used 
• Review contacts for customer satisfaction 
• Provide recommendations for client’s quality scorecard based on client needs
• Prepare for and participate in calibration sessions with NexRep’s client to ensure alignment in scoring 
• Provide feedback to NexRep certification and operations team based on quality results
• Review customer satisfaction data to identify trends for NexRep’s clients. 
• Provide detail scoring information to independent contractors
• Facilitate town hall sessions for independent contractors 

Position 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 

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 from time to time. NexRep will reimburse for travel expenses incurred.  

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee.

NexRep provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.