Work from Home Quality Team Representative – Hiring in all States

Do you want to work at a high-growth company where your impact is seen and rewarded? Are you looking for the autonomy to do your best work? We are seeking a Quality Team Representative to help us monitor and improve the quality of our services to customers.

This role will report to the Operations Manager – Customer Success. As a member of the quality team, you will be responsible for selecting the freelancers most likely to succeed at Rev and helping provide the best customer experience possible.

What you’ll do:

  • Reviewing freelancer applications and accurately assessing the freelancer for the skills they need to become successful at Rev. 
  • When a dispute occurs in our grading system, you will evaluate and determine the correct decision. 
  • Audit low customer ratings, determine the source of the issue, and recommend/ implement solutions to prevent further unsatisfactory scores. 
  • Coach our “grader” freelancers to accurately uphold Rev standards. 
  • Help run pilot tests and new initiatives. 
  • Detect and report on trends and patterns in Rev’s quality system.  Monitoring and providing feedback to Graders
  • Answer freelancer questions in a helpful and positive manner. 
  • Maintain a good knowledge of Rev’s ever changing platform and style guide to best calibrate future assessment techniques. 

What you should have:

  • Strong attention to detail and ability to identify trends. (see the forest through the trees) 
  • Excellent written and verbal communication to best convey often complex concepts and practices to freelancers.  
  • Self motivated, comfortable with working independently, in order to meet productivity expectations
  • Personality conducive to working as part of a team, where you both give feedback and ask questions.
  • Transcription/ Caption experience is a plus
  • English/ Spanish bilingual capabilities is a plus

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