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RxBenefits, Inc. · 10 hours ago

Team Lead, Quality Excellence

United States

Full-time

Remote

Mid, Senior Level

$57K/yr - $71K/yr

1+ years exp

RxBenefits, Inc. is hiring for the position of Quality Excellence Team Lead to enhance their Member Services team. The successful candidate will lead a team of Quality Analysts and Mentors to develop a quality assurance program that improves customer interactions and operational efficiency.

FitnessHealth Care

Hiring Manager

Haley Vines, aPHR

Responsibilities

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 business reviews 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

Own and enhance quality program, scorecards, curriculum design, and QA analytics

Oversee performance monitoring, measurement, and evaluation of all representatives to improve efficiency; ensure foresight to annual performance reviews

Strong conflict resolution and decision-making skills; able to navigate complex situations with fairness, professionalism, and sound judgment

Develop procedures for team communication and tracking of coaching metrics

Provide training and support to Quality Analysts on systems, policies, procedures, and core processes

Partner with Training using results from monitoring and other quality programs to create or enhance training materials to address skillset and knowledge gaps

Coordinate and facilitate call calibration sessions to ensure accurate and consistent feedback to the overall department

Scale the quality program through increasing Quality Analysts productivity and automation and analytics capabilities

Oversees and directs the day-to-day activities of Mentors

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

Qualification

Quality program managementFive9Virtual ObserverData analysisPerformance evaluationAnalytical skillsMultiple languagesLeadership skillsCommunication skillsOrganizational skillsTeam-oriented

Required

Bachelor's degree Education or equivalent work experience

1-2 years of proven experience as call center supervisor or similar leadership position

Experience in a contact center environment in a Quality role

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

Exceptional verbal & written communication skills

Working knowledge of MS Office

Knowledge of performance evaluation procedures

Outstanding communication and negotiation abilities

A results-oriented approach

Excellent organizational and leadership skills

Ability to work in a fast-paced environment with targeted deadlines

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

Collaborative worker with experience coordinating with other departments such as client implementations, client services, and other operational units impacting resources

Preferred

Proficiency in multiple languages

Benefits

Remote first work environment

Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members

Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision)

Additional buy-up options for Short- and Long-Term Disability and Life Insurance

401(k) with an employer match up to 3.5% available after 60 days

Community Service Day to give back and support what you love in your community

10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like

Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work

Tuition Reimbursement for accredited degree programs

Paid New Parent Leave that can be used for adoption or birth

Pet insurance to protect your furbabies

A robust mental health benefit and EAP service through Spring Health to support you when you need it most