Quality Supervisor, Retail Customer Care (Remote)

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. Position Summary As the Quality Supervisor, you will provide daily leadership, management, and guidance to the Quality Coordinators responsible for performing quality evaluations as well as administrative functions within the call center (inbound/outbound/offline work). You will function as a liaison with other internal partners to standardize 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. • Mentor and coach QA Coordinators by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience. • Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices. • Adherence to HR policies and procedures, interviewing and hiring of colleagues, colleague development, annual employee reviews, and progressive discipline including terminations. • Manage productivity goals, staffing and daily tasks. • Make recommendations to management regarding the development of policies and procedures: identify and implement processing efficiencies; identify trends and continuing education opportunities. • Host and facilitate internal, external or QA team calibrations to track results. • Support Quality Initiatives for the RCC Team. • Partner with Operations and Knowledge Teams for recommendations for process changes/revisions that would impact improved performance and customer experience. • Create and maintain onboarding process for new hires. Required Qualifications • 2+ years continuous customer service experience, preferably in a call center environment. • Ability to multitask and quickly resolve issues in a fast-paced environment. • Effective communication skills and ability to motivate others. • Previous coaching, mentoring and development experience. • Demonstrated proficiency using Microsoft Office applications with ability to create and present data to targeted audiences, both internal and external, in a professional manner. Self-directed with strong analytical, problem solving, interpersonal, and PC skills. • Preferred Qualifications • 1+ years previous supervisory or equivalent experience in a progressively responsible role. • Experience with managing escalations and resolving problems. • Bi-lingual in Spanish Education High School Diploma, GED, or equivalent work experience. Bachelors Degree preferred. Pay Range The typical pay range for this role is: $43,888.00 - $93,574.80 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts our heart into caring for our colleagues and our communities. The Company offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, Company employees enjoy Paid Time Off (“PTO”) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time and other time off are provided consistent with relevant state law and Company policies. For more detailed information on available benefits, please visit Benefits | CVS Health We anticipate the application window for this opening will close on: 09/20/2024 Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws Apply Job!