Senior Quality Assurance Professional

4 days ago


Portland, Maine, United States NexRep, LLC Full time
Job Overview

We are seeking a highly skilled Senior Quality Assurance Professional to join our team at NexRep, LLC. As a key member of our quality assurance team, you will be responsible for ensuring that our agents meet the highest standards of customer satisfaction and service delivery.

Key Responsibilities
  • Quality Analysis: Assess the quality of interactions between our agents and customers to ensure they meet client standards.
  • Real-time Monitoring: Monitor agents in real-time or after the fact to ensure proper workflow is being used.
  • Customer Satisfaction Review: Review contacts to assess customer satisfaction and provide recommendations for improvement.
  • Quality Scorecard Development: Collaborate with the certification and operations teams to develop a quality scorecard based on client needs.
  • Calibration Sessions: Prepare for and participate in calibration sessions with clients to ensure alignment in scoring.
Requirements

To succeed in this role, you will need:

  • Microsoft Office 365 Proficiency: Proficiency in Microsoft Office 365, including strong Excel skills.
  • Team Collaboration: Ability to collaborate effectively with other team members.
  • Feedback Provision: Ability to provide constructive feedback to agents.
  • Attention to Detail: Strong attention to detail and ability to identify trends.
  • Decision-making: Strong decision-making skills.
Benefits

We offer a competitive salary of $55,000 - $65,000 per year, depending on experience. You will also have access to ongoing training and development opportunities, as well as a dynamic work environment that values innovation and collaboration.

Location

This position is based in [location], with occasional travel required to meet with clients.



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