Job Title: Quality Controller/Escalation Manager – Employee Assistance Program

Location: Bucharest, Romania

Department: Operations

Reports To: Operations Manager

Job Summary:

We are seeking a highly organized, detail-oriented, and proactive Quality Controller/Escalation Manager to join our Employee Assistance Program (EAP) team. In this role, you will oversee the quality of service delivery, manage escalated issues, and ensure that our EAP services meet the highest standards of customer satisfaction, compliance, and effectiveness. While experience in the EAP field is preferred, we welcome candidates with experience in quality management within call center-related industries and vendor management, as these skills are essential and highly relevant to the role.

Key Responsibilities:

Quality Control:

• Monitor Service Quality: Conduct regular quality assessments of internal procedures and processes, ensuring that responses to customer inquiries, counseling services, and other resources meet company standards for accuracy, professionalism, and effectiveness.
• Quality Assurance Audits: Review and audit customer feedback, call center interactions and case management, to identify areas for improvement. Develop action plans to address service gaps.
• Report on Performance Metrics: Track and analyze key performance indicators (KPIs) such as call resolution times, customer/employee satisfaction and other reporting metrics. Present findings to management and recommend improvements.
• Process Improvement: Identify opportunities for continuous improvement in service delivery and collaborate with internal teams to implement changes that enhance service quality.

Escalation Management:

• Manage Escalated Issues: Take ownership of complex or high-priority issues that cannot be resolved by frontline staff, ensuring timely resolution and minimal disruption to employees using EAP services and to direct customers and partners.
• Collaborate with Stakeholders: Work closely with internal teams to ensure escalated concerns are appropriately addressed and resolved.
• Root Cause Analysis: Investigate recurring issues and trends to identify root causes. Recommend corrective actions to prevent future escalations and improve overall service quality.
• Ensure Customer Satisfaction: Communicate directly with external clients (or partners) to resolve escalated complaints or concerns, providing a high level of customer care and professionalism.

Vendor Management:

• Coordinate with External parties: Manage relationships with third-party vendors to ensure compliance with service-level agreements (SLAs) and quality standards.
• Vendor Performance Evaluation: Monitor vendor performance, ensuring that services are delivered according to contract terms and that quality benchmarks are consistently met.
• Escalate Vendor Issues: Address any vendor-related issues promptly, escalating them as necessary to senior management or vendors for resolution.

Documentation and Reporting:

• Maintain Detailed Records: Ensure thorough documentation of escalated cases, quality control audits, and performance reports.
• Prepare Reports: Generate regular reports on quality assurance, escalation trends, and vendor performance. Share insights and actionable recommendations with senior leadership.

Qualifications:

Required:

• Education: Bachelor’s degree in Business Administration or a related field.
• Experience in Quality Assurance: At least 3 years of experience in a quality assurance or customer service management role, preferably within a service-based industry or a call-center.
• Escalation Management: Experience managing escalated customer or employee issues, ensuring resolution in a timely and effective manner.
• Vendor Management Skills: Proven ability to manage relationships with external vendors and monitor performance against service-level agreements (SLAs).
• Strong Analytical Skills: Ability to assess data, identify patterns, and make data-driven recommendations for process improvements.
• Excellent Communication Skills: Strong verbal and written communication skills for interacting with employees, vendors, and management.
• Problem-Solving Skills: Ability to handle complex or urgent situations with a calm and solution-focused approach.

Preferred:

• Employee Assistance Program (EAP) Knowledge: Experience working with or knowledge of EAP services and their role in supporting employees' mental health, wellbeing, and work-life balance.
• Experience in Customer Service or Healthcare Settings: Experience working in customer support, healthcare, or employee wellness programs is highly valued.
• Project Management Experience: Ability to manage projects and initiatives related to service quality, process improvement, or escalated issue resolution.

Skills and Competencies:

• Strong attention to detail and organizational skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Strong interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Ability to remain calm and professional when dealing with high-pressure situations.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and familiarity with CRM or case management tools.
• Knowledge of relevant compliance and regulatory standards.
• English proficiency is mandatory.

Working Conditions:

• Full-time position.
• Work location: Hybrid.
• Occasional after-hours or weekend availability may be required to address escalations or urgent issues.