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, Ormond Beach, Austin and Las Vegas. We offer a hybrid work environment with a balance of collaboration and flexibility.

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.

Essential Functions:
The Customer Experience Ambassador will be responsible for:

• 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).
• Supporting in the monthly publication of the QA recognitions and updates (using both e-mail and video as communication methods.)
• Creating related training content and upon approval, distributing it to the appropriate audience.
• Maintaining accuracy of knowledge by completing training sessions/completing retention tests.
• Acting as point person for accurate and timely updates of QA Logic Link and LMS content creation.
• Participating/facilitating in Calibration and Audit Sessions to support in alignment among stakeholders.
• Supporting in enhancements to the Quality Assurance Evaluation Forms.
• Completing applicable reporting requests as assigned (Examples: Short Call Analysis, Extended Call Analysis, Average Handle Time).
• Engaging in/facilitating QA training sessions during the on boarding of new employees and any relevant subsequent training.
• Ensuring the error reporting process is followed when any error is discovered during evaluation.
• Creating and updating Quality Assurance Standard Operating Procedure resource documents.
• Reviewing and validating coaching opportunities and report for follow-up with applicable team member(s).
• Skill building through monthly skill refinement exercises which may include taking live calls, responding to customer e-mails or engage with customers via live chat.
• Supporting in coverage of the “Escalation Support Chat” to ensure timely support for our BPO provider inquiries.
• 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.

• Candidate to possess intermediate skill level in Microsoft Office products (Outlook, Word, SharePoint, PowerPoint).
• Bilingual is a plus.
• Full availability as position may require work on evenings/weekends.
• Public Relations experience is a plus.
• Candidate must possess a proficient skill level with Microsoft Excel.
• 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.

EBG offers outstanding employee benefits including:

• Medical, Dental & Vision
• 401k Match
• Short Term Disability, Long Term Disability (Company Paid)
• Company Paid Basic Life and AD&D
• Additional Voluntary Benefits
• Flexible Work Arrangements
• 3 Weeks of PTO + 5 Personal Days
• Paid Holiday Break from Christmas to New Year
• Paid Holidays
• Fitness Reimbursement Program
• Annual Day of Giving
• Share in the FUN! EBG gives $1000 per year in Tickets-At-Work gift cards to full-time employees to experience and enjoy the savings marketplace!

The statements contained herein reflect general details as necessary to describe the principal functions of this job, the level of knowledge and skill typically required, and the scope of responsibility, but should not be considered an all-inclusive listing of work requirements. All your information will be kept confidential according to EEO guidelines.