Quality Specialist

Job Summary

Analyzing calls, emails, and social media interactions, the full-time Quality Specialist will ensure that independent marketplace contractors meet client standards while working remotely from Portland, ME.

Key responsibilities

• Assess the quality of agent interactions with customers to ensure compliance with client standards
• Monitor agents in real-time and review contacts for customer satisfaction
• Provide feedback and recommendations based on quality results and facilitate calibration sessions with clients

Required qualifications

• Proficiency in Microsoft Office 365, particularly strong Excel skills
• Ability to collaborate effectively with team members
• Experience in providing constructive feedback to agents
• Strong decision-making skills and attention to detail
• Ability to work independently