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Mpathic is seeking an QA Specialist/Team Lead to support a state Education Scholarship Account program as the primary liaison between our client and internal teams. You’ll support the Account Manager and Mpathic personnel to assist with recruiting, ensuring smooth program launch and delivery, managing relationships, measuring and reporting performance, and program compliance. As an QA Specialist/Team Lead you will aim to drive continuous improvement for a team of program and technical support representatives serving parents, schools and vendors in a cloud-based Contact Center. The position is fully remote and will employ gold-standard omnichannel tools. Mpathic’s superlative delivery begins with exceptional individuals and immerses them in cutting-edge tools for collaboration, CCaaS, CRM, and KB. We take as axiomatic that where employees flourish, they deliver strong outcomes. We believe that empathy and habits of excellence are crucial prerequisites for delivering customer delight.
Responsibilities
- Monitor program performance and provide regular updates.
- Provide 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.
- Build and maintain strong client relationships.
- Coordinate with internal teams to meet client needs.
- Resolve escalated issues promptly and professionally.
Mpathic will follow all state and local laws.
- 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, 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 by actively listening to customers, understanding their needs, and addressing their inquiries or concerns effectively.