Quality Specialist
Job Summary
Analyzing calls, emails, social media posts, and SMS contacts, the fully remote Quality Specialist will ensure that independent marketplace contractors meet client standards while providing feedback and recommendations based on quality assessments.
Key responsibilities
- Assess the quality of agent interactions with customers to meet client standards
- Monitor agents in real time or retrospectively to ensure proper workflow
- Review customer satisfaction data to identify trends and provide detailed scoring information to independent contractors
Required qualifications
- Proficiency in Microsoft Office 365, particularly strong Excel skills
- Ability to collaborate effectively with team members
- Experience providing constructive feedback to agents
- Strong decision-making skills
- Ability to work independently
Complete Job Description
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