Quality Assurance Team Lead

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Mpathic

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🏛️ Government

📡 Telecommunications

B2B • Government • Telecommunications

Mpathic is a contact center company that integrates empathy with technology to assist premium companies and public sector stakeholders in modernizing their customer service operations. With a focus on customer reliability and empathetic communication, Mpathic helps build brand loyalty and credibility through advanced contact center technology. Established in 2020, Mpathic emerged from Virtual Service Operations during the pandemic, offering comprehensive Contact Center as a Service (CCaaS) solutions, including omnichannel stand-alone contact centers and customer support staff augmentation. The company employs a U. S. -based workforce across 42 states, known for achieving high First Call Resolution rates and a strong commitment to client values and principles.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

• 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