Quality Assurance Team Lead

Mpathic is America’s premier consultative Contact Center solutions provider, founded in 2020 at the height of the pandemic. We blend cutting-edge technology with genuine empathy to deliver exceptional service to premium brands and public sector partners.  

Our mission is to humanize communication, fostering trust and loyalty through reliable, value-driven interactions. Specializing in omnichannel CCaaS, staff augmentation for customer support, IT help desks, and sales teams, we boast industry-leading metrics like >90% First Call Resolution. We hire based on Character, Aptitude, and Experience—U.S. citizens from across 42 states—who thrive in our virtue-led culture, innovating solutions that truly connect. 

Description 

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 daily team performance and provide regular updates  
• Provide weekly data driven visuals 
• Provide monthly presentations to 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 

Mpathic will follow all state and local laws. 

Shift: 

40 hours a week: alternating 8am-5pm EST to evening shifts every other week. (11am – 8pm EST)  
Including, one Saturday a month (10am-4pm EST).  

• 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.  
• College degree preferred, High School diploma or equivalent required.  
• Outstanding interpersonal, time-management, and documentation skills.  
• Professional work attitude and a 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