Team Lead, Quality Excellence

Team Lead, Quality Excellence:

The Quality ExcellenceTeam Lead is responsible for the Member Services representative life cycle to include identification of the successful qualities of an excellent RxBenefits service representative, oversight of the recruitment process and candidate evaluation, onboarding and new hire training program, ongoing monitoring, support, and development of representatives through a well-defined, metric-driven quality program. The Quality ExcellenceTeam Lead will work closely with Leadership, Human Resources, and Learning Development to identify, refine, incorporate, and evolve the definition of excellence across the representative life cycle.

The Quality ExcellenceTeam Lead will lead a team intensely focused on improving the quality of customer interactions while enhancing efficiency of our operations. The successful candidate will be responsible for developing a best-in-class quality program by establishing brand driven quality evaluation standards, implementing automated evaluation strategies, and improving performance through employee development and accountability. In addition, this position will deliver continuous improvement in the quality assurance program to meet evolving business needs.

Job Responsibilities Include:

General

• Gather data, perform analysis and validation, draw conclusions to make decisions that advance and improve the representative life cycle program
• Meet and exceed defined key performance indicators (KPIs) ensuring KPIs are indicators of success
• Prepare reports and briefings to illustrate overall program effectiveness and opportunities
• Ensure processes and policies are followed by representatives in the course of service delivery; modify and enhance policies and tools to improve representative success
• Monitor complaints to identify recurring issues; collaborate within and outside of the department to delegate and/or lead improvement efforts as appropriate
• Ensure representative call handling and training resources are current, accurate, and user friendly
• Identify knowledge gaps and work with management and training to resolve
• Develop and perform ongoing engagement to keep staff motivated and optimize performance
• Support Workforce Management (WFM) activities to ensure agent competency and training timelines align with the projected needs of the WFM team

Recruitment and Training

• Use the talent management process to hire excellent team members
• Develop clear upskilling programs and opportunities to advance staff talent and value
• Ensure the design, development, and implementation of department training, including strategy, curriculum, processes and initiatives meet the evolving needs of the department
• Establish and track metrics for training that ensure accountability, assess program effectiveness, measure results, evaluate trends and optimize programs
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job

Quality

• Own and enhance quality program, scorecards, curriculum design, and QA analytics
• Oversee performance monitoring, measurement, and evaluation of all agents to improve efficiency; ensure foresight to annual performance reviews
• Develop procedures for team communication and tracking of coaching metrics
• Provide training and support to quality assurance team on systems, policies, procedures, and core processes
• Partner with Training using results from monitoring and other quality programs to create or revise training materials to address skillset and knowledge gaps
• Coordinate and facilitate call calibration sessions to ensure accurate and consistent feedback to staff; delegate as appropriate
• Scale the quality program through automation and analytics capabilities

Mentor Management

• Address and/or delegate more complex member inquiries, tier 2 escalations, and concerns
• Oversee escalation process, timely resolution, and directing member outreach phone calls
• Develop procedures, processes, reporting, and communications to ensure the Mentor program is consistently successful in supporting Member Services
• Support agent acute performance-related development opportunities identified thru escalation line as well as internal and external customer feedback
• Monitor the department feedback channels to ensure adequate coverage for timely response and resolution with a goal of working issues timely through to resolution and communication of the resolution
• Oversees and directs the day-to-day activities of Mentors

Education / Experience:

• High school diploma required
• Secondary education in leadership, business, and/or training strongly preferred or equivalent work experience
• Experience in a contact center environment related to the role training and quality play in the attraction, retention, and performance of high-quality employee talent
• Experience identifying and retaining top talent in a contact center environment
• Experience gathering, conducting and evaluating data, identifying points of improvement, and developing clear and compelling solutions and strategies from the findings
• Strong working knowledge of Five9 and Virtual Observer, preferred or other relevant contact center phone and QA systems
• Solid working knowledge of MS Office, specifically Word, Excel, and Powerpoint

Key Skills / Competencies:

• Strategic thinker and strong analytical skills
• Proven track record of success in managing individual contributors
• Superior written and verbal communication skills and presentation skills
• Excellent leadership and developmental skills, virtual team experience
• Demonstrated success managing new initiatives while meeting operating and fiduciary requirements
• Excellent time management, planning, organizing, and prioritizing skills
• Team-oriented, self-motivated, performance-oriented
• Ability to foster trust and build strong business partnerships
• Business acumen to support senior leaders
• Must be non-biased and confidential in all work activities
• Highly empathetic leader of both team development and culture
• Collaborative worker with experience coordinating with other departments such as client implementations, client services, and other operational units impacting resources.
• Willing to travel to Birmingham, AL corporate office as needed