Quality Assurance Team Lead

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Mpathic

SiteLinkedInTodas as Vagas

201 - 500 funcionários

🤝 B2B

🏛️ Governo

📡 Telecomunicações

B2B • Government • Telecommunications

A Mpathic é uma empresa de contact center que integra empatia com tecnologia para auxiliar empresas premium e stakeholders do setor público na modernização de suas operações de atendimento ao cliente. Com foco na confiabilidade do cliente e comunicação empática, a Mpathic ajuda a construir a lealdade à marca e credibilidade por meio de tecnologia avançada de contact center. Estabelecida em 2020, a Mpathic surgiu da Virtual Service Operations durante a pandemia, oferecendo soluções completas de Contact Center as a Service (CCaaS), incluindo contact centers omnichannel independentes e aumento do quadro de funcionários de suporte ao cliente. A empresa emprega uma força de trabalho baseada nos EUA em 42 estados, conhecida por alcançar altas taxas de resolução na primeira chamada e um forte compromisso com os valores e princípios dos clientes.

Descrição

• Monitor daily team performance and provide regular updates • Provide weekly data-driven visuals • Provide monthly presentations to the client • Provide regular coaching and training to team members • Collaborate with leadership to improve processes and tools • Support the Account Manager in leading a team of Customer Support Representatives, including performing agent-like activities when needed • Build and maintain strong client relationships • Coordinate with internal teams to meet client needs • Resolve escalated issues promptly and professionally • Serve as the primary liaison between the client and internal teams • Support recruiting and ensure smooth program launch and delivery • Manage relationships, measure and report performance, and ensure program compliance • Drive continuous improvement for program and technical support representatives serving parents, schools, and vendors in a cloud-based Contact Center

🎯 Requisitos

• Must be a U.S. citizen • Experience with school choice or ESA programs preferred but not required • Exceptional analytical skills to measure individual and team performance aligned to customer goals • Strong interpersonal skills and ability to work autonomously and with a team • Demonstrably effective soft skills, active listening skills, and ability to empathize with customer needs • Excellent verbal and written communication and customer service skills • High School diploma or equivalent required • Outstanding interpersonal, time-management, and documentation skills • Professional work attitude and willingness to learn and continuously improve • Dedicated workspace with minimal background noise during calls and online meetings • Successful completion of all necessary background checks • Aptitude for problem-solving based on established processes and procedures • Meticulous habits in logging interactions via established business processes and tools • Ability to learn and become facile with program guidelines and software tools • Experience working with Office365 applications • Experience working with CRMs and Contact Center platforms preferred • High-speed internet connection with reliable Wi-Fi • Two additional monitors preferred • Laptop that meets company standards • Ability to work 40 hours per week on alternating 8am–5pm EST and 11am–8pm EST shifts, including one Saturday per month from 10am–4pm EST

🏖️ Benefícios

• Paid semi-monthly • Fully remote work • Dedicated workspace with minimal background noise during calls and online meetings • High-speed internet connection with reliable Wi-Fi • Two additional monitors preferred • Laptop that meets company standards