Customer Experience Ambassador

Company Description

EBG is an e-commerce solutions provider specializing in travel and entertainment, and also offering retail products and services, voluntary benefits and insurance. 

EBG powers a robust portfolio of technology solutions and operates a network of employer and membership-based platforms reaching a captive audience, providing leading brands with incremental distribution opportunities. EBG's expanded network reaches over 100 million users from participating companies and closed loop affinity and membership groups. 

EBG owns and operates one of the largest and most comprehensive employee savings programs in the country — serving over 40,000 corporate clients through its proprietary platforms TicketsatWork, Plum Benefits, Working Advantage and Beneplace. 

EBG is a b2b2c company headquartered in Miami (Aventura), with offices in New York, Orlando, Austin and Las Vegas. We offer a hybrid work environment with a balance of collaboration and flexibility.

Job Description

This position is focused on evaluating and reporting on the quality, consistency and overall service provided by our BPO managed call center. The position objectively assists in monitoring and evaluating the quality and content of inbound and/or outbound telephone calls, chats, and emails. As well as tracking and sharing this information with internal stakeholders as well as with our BPO provider. This information has a direct impact on front line team member performance and operating standards.

Essential Functions:

• Completing applicable reporting requests as assigned (Examples: Short Call Analysis, Extended Call Analysis, Average Handle Time) for all BPOs.
• Primary front line team member evaluator for internal evaluations. Example: Ticket & Processing Department.
• Reviewing and validating coaching opportunities and report for follow-up with applicable team member(s).
• Engaging in/facilitating QA training sessions during the on boarding of new employees and any relevant subsequent training.
• Escalate all Call of Concern to the appropriate channels and follow-up to ensure coaching has occurred.
• Participating/facilitating in Calibration and Audit Sessions to support in alignment among stakeholders.
  Supporting in enhancements to the Quality Assurance Evaluation Forms. 
• Acting as point person for accurate and timely updates of QA Logic Link and LMS content creation.
• Facilitating the monthly publication of the QA recognitions and updates (using both e-mail and video as communication methods.
• Liaison for Five 9 software application’s Quality Assurance escalations/updates.
• Oversight and management of the Quality Assurance Evaluation Dispute Process.
• Organizing and maintaining documents in the Quality Assurance area of SharePoint's Resource Center. Primary resource for the department's document/data collection.
• Editing department internal/external communications for grammar, spelling, accuracy, and report findings.
• Ensuring back-up of department documents (as requested).
• Ensuring the error reporting process is followed when any error is discovered during evaluation.
• Creating and updating the Quality Assurance Standard Operating Procedure resource documents.
• Facilitation and oversight of best practice call library.
• Attending/participating in all meetings as assigned.
• Maintaining accuracy of knowledge by completing training sessions/completing retention tests.
• Creating related training content and upon approval, distributing it to the appropriate audience. 
• Support the Online Reputation team as needed in social media (Facebook, Twitter, Instagram, etc.) and consumer review (BBB, Consumer Affairs, Google Reviews, etc.) responses and follow-up.
• Performing other duties as assigned.

#LI-Hybrid

Qualifications

• Intermediate skill level in Microsoft Office products including Outlook, Word, SharePoint, PowerPoint and Excel.
• Bilingual is a plus.
• Full availability as position may require work on evenings/weekends.
• Public Relations experience is a plus.
• Ability to easily adapt to change in a fast paced, ever-changing environment.
• Must demonstrate a positive, can-do attitude on a consistent basis.
• Must possess strong analytical and time-management skills (deadline driven atmosphere).
• Must be able to maintain a very high level of objectivity, confidentiality, and professionalism.
• Prior experience working in a Contact Center Quality Assurance role a plus.

Additional Information

Entertainment Benefits Group offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Basic Life