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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 occasionally 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:
Additional Voluntary Benefits
The Quality Assurance Supervisor is responsible for leading the call center's Quality Assurance Team, in coordination with the Quality Assurance Manager. This role will oversee the Quality Assurance representatives and coordinate targeted coaching and training programs to enhance individual skills and collective team performance.
Duties and Responsibilities:- Supervises and provides leadership to representatives within the Quality Assurance Department
- Partners with the Quality Assurance manager to evaluate department headcount needs and participates in the interviewing process
- Provides communication on job expectations of the Quality Assurance Team, by providing constructive feedback on their performance as well as recognition
- Distributes workload and assignments to ensure even coverage
- Identifies and implements improvements within the Quality department
- Monitors team communication to ensure that consistent messaging is being provided
- Monitors and evaluates employee performance. Provides constructive feedback or issues disciplinary actions as necessary
- Oversees team schedules and project assignments
- Stays current with industry regulations and ensures compliance
- Promotes accountability and cross-departmental collaboration to achieve team objectives
- Develops and implements strategies to improve the quality of service and reduce customer complaints
- Delivers onboarding training to new hires and offers periodic refresher courses to existing staff
- Handles and de-escalates conflicts and customer escalations professionally and promptly
- Maintains company quality standards across all Customer Service channels
- Collaborates with leaders to provide updates on overall operations and performance
- Creates and updates reports as needed
- Fosters a creative and collaborative work environment, encouraging teamwork, professional growth, and knowledge sharing among team members
- with performs other duties 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 occasionally 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.
- Proficient in Microsoft Office Suite (Word, Excel, Outlook)
- Proven record in developing and executing successful Quality Assurance programs
- Ability to routinely deal with fast-changing and shifting priorities
- Ability to develop high levels of trust and maintain the highest level of discretion and confidentiality
- Ability to promote, coordinate, and support change
- Excellent attention to detail
- Excellent interpersonal skills: ability to communicate effectively (orally and in writing) with all levels of management
- Excellent organization, prioritization skills, and the ability to multitask
- 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 others accountable to meet commitments and objectives
- High school diploma or equivalent required. Associate degree preferred
- 3 years of Quality Assurance experience in a call center or Customer Service environment required
- Minimum 1 year of supervisory experience in a call center environment or pharmacy operations required
- Experience with call center systems QM (Playvox, Talkdesk, Observe.ai, Five‐9) required
- 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 3%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 3%
- 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
