Quality Specialist
Posted:
Position: Quality Specialist
Date Posted: July 3, 2026
Industry: Customer Service / Quality Assurance / Operations
Employment Type: Variable Hour (Non-Exempt)
Experience: Not Specified
Qualification: Not Specified
Location: Portland, Maine, United States, REMOTE
Company: NexRep, LLC
Description:
NexRep, LLC is hiring a Quality Specialist to join its operations team in a variable-hour role. The position focuses on reviewing and analyzing customer interactions handled by independent marketplace contractors to ensure compliance with client service standards and quality expectations.
The role involves evaluating communications across multiple channels, identifying performance trends, and collaborating with certification and operations teams to enhance quality assurance processes. This position plays a key role in maintaining consistent service delivery and improving customer satisfaction outcomes for clients.
Key Responsibilities:
• Evaluate the quality of agent interactions with customers to ensure compliance with client standards.
• Monitor live and recorded interactions to ensure proper workflow adherence.
• Review customer contacts across calls, emails, social media, and SMS channels.
• Analyze customer satisfaction data to identify trends and improvement opportunities.
• Provide recommendations to improve client quality scorecards.
• Participate in calibration sessions to align scoring standards with clients.
• Share feedback with certification and operations teams based on quality findings.
• Deliver detailed scoring insights to independent contractors.
• Facilitate town hall sessions for contractor engagement and performance improvement.
Requirements:
• Proficiency in Microsoft Office 365, especially Excel.
• Strong attention to detail and analytical thinking skills.
• Ability to work independently in a variable-hour environment.
• Strong collaboration and communication skills.
• Ability to provide constructive feedback to agents.
• Strong decision-making skills.
• Strong knowledge of:
• Quality assurance processes and interaction monitoring.
• Customer service evaluation across multiple communication channels.
• Data analysis and reporting for performance improvement
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