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SalaryPosition Summary:
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision. Knowledge and Skills:
Key Competencies
Additional Voluntary Benefits
The Quality Assurance Representative is responsible for reviewing interactions that include customer involvement such as calls, emails, and chats. This role will monitor the Customer Service team members, provide process improvement suggestions, improve the customer experience, and work to maintain a positive perception among all employees.
Duties and Responsibilities: - Conducts performance assessments of customer-facing teams across all service channels.
- Assists in generating daily quality reports and provides insights to Quality Assurance leadership.
- Conducts in-depth analysis of Net Promoter Score (NPS) and Customer Satisfaction (CSAT) data to identify trends and suggest process enhancements.
- Continuously identifies opportunities for Quality Department improvements.
- Participates in calibration sessions, maintaining professionalism in verbal and written communications, and providing dispute resolutions.
- Assesses assigned disputes to maintain team alignment and consistency in quality standards.
- Addresses and resolves Customer Service issues as needed.
- Enhances the Empower Pharmacy brand by analyzing and improving low-performing social media interactions and recommending strategies to elevate the customer experience.
- Fosters cross-departmental collaboration to achieve quality objectives.
- Handles customer conflicts and escalations professionally without delay.
- Coordinates with leadership to offer updates on operational performance metrics.
- Maintains and updates quality-related reports as necessary.
- Stays current with industry regulations and ensures compliance.
- Maintains Company standards of quality across all Customer Service channels.
- Performs additional responsibilities as assigned.
To perform this job successfully, an individual must be able to perform each essential function satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.
While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.
- Ability to routinely deal with fast-changing and shifting priorities.
- Ability to maintain confidentiality and handle sensitive information.
- Ability to promote, coordinate, and support change.
- Excellent attention to detail.
- Excellent organization, prioritization skills, and the ability to multitask.
Key Competencies
- Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
- Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
- Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
- Resourcefulness: Secures and deploys resources effectively and efficiently.
- Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
- Ensures Accountability: Holds self and other accountable to meet commitment.
- Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
- Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.
- High school diploma or equivalent required.
- 2 years of Quality Assurance experience within a call center or Customer Service environment.
- Experience with call center systems QM (Playvox, Talkdesk, Observe.ai, Five‐9) required.
- Experience with Microsoft Office Word, Excel, Outlook, etc.
- Proven record in executing successful Quality Assurance programs preferred.
- Pharmacy experience preferred.
- No-Cost Medication: Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.
- Onsite Health & Wellness – IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.
- Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.
- Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.
- Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.
- Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.
- Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.
- FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).
- 401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.
- Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.
- Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.
- Rewards & Recognition Program: Your hard work doesn't go unnoticed – enjoy rewards and recognition beyond your paycheck.
Additional Voluntary Benefits
- Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.
- Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.
- Critical Illness: Protect your finances from the expenses of a serious health issue.
- Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.
- Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.
- Legal Services: Access professional legal assistance to address concerns confidently.
- Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.
- Pet Insurance: Care for your furry family members with our pet insurance coverage.
- Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.
