Quality Supervisor Jobs

As the Quality Supervisor, you will provide daily leadership, management, and guidance to the Quality Coordinators responsible for preforming quality evaluations for inbound call center as well as administrative functions. You will act as a liaison with other internal partners to standardized policies, practices and procedures to increase quality and ensure agents meet department key performance indicators (KPIs) and will partner with the Quality Coordinators to ensure that the overall quality of the customer experience meets company expectations.
Primary Job Duties & Responsibilities:
Responsibilities
1. Mentor and coach QA Coordinators by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience.
2. Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices.
3. Adherence to HR policies and procedures, interviewing and hiring of colleagues, colleague development, annual employee reviews ,and progressive discipline including terminations.
4. Manage productivity goals, staffing and daily tasks.
5. Make recommendations to management regarding the development of policies and procedures: identify and implement processing efficiencies; identify trends and continuing education opportunities.
6. Host and facilitate internal, external or QA team calibrations to track results.
7. Support Quality Initiatives for the RCC Team
8. Partner with Operations and Knowledge Teams for recommendations for process changes/revisions that would impact improved performance and customer experience.
Pay Range
The typical pay range for this role is:
Minimum: 40,560
Maximum: 83,400
Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.
Required Qualifications

• 2+ years of experience coaching, mentoring, and developing team members
• 2+ years of previous supervisory experience in a progressively responsible role
• 2+ years of Customer service experience in a call center or similar environment

Preferred Qualifications

• Bi-lingual in Spanish
• Experience with handling escalations and resolving problems
• Ability to multitask and quickly resolve issues in a fast-paced environment
• Previous experience working in a call center setting preferred
• Bachelor’s degree preferred
• Demonstrated proficiency using PowerPoint, Access, and Excel with ability to create and present data to targeted audiences, both internal and external, in a professional manner
• Strong communication skills and ability to motivate others.
• Self-directed with strong analytical, problem solving, interpersonal, and PC skills

Education

• High School Diploma required

Business Overview
Bring your heart to CVS Health Every one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand — with heart at its center — our purpose sends a personal message that how we deliver our services is just as important as what we deliver. Our Heart At Work Behaviors™ support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.