Job Details

RxBenefits is hiring! We are adding resources to the Member Services team. The Quality Excellence Team Lead will lead a team of Quality Analysts 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.

In addition, the Quality Excellence Team Lead will lead a team of Mentors who are responsible for various support functions including but limited to daily support, coaching, and development of Member Services Representatives, supporting New Hire Training and On the Job Training, member escalations and overrides and phone support during high call volumes. The Quality Excellence Team Lead will work closely with Leadership, Recruiting, Human Resources, and Learning and Development to identify, refine, incorporate, and evolve the definition of excellence across the representative life cycle including interviewing, onboarding and new hire training program, ongoing monitoring, support, and development of representatives through a well-defined, metric-driven quality program

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 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

Quality

• 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

Mentor Leadership

• 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

Required Skills/Experience Include:

• 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 Skills/Experience Include:

• Proficiency in multiple languages

Based on relevant market data and other factors, the anticipated hiring range for this role is $56,800 - $71,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.

We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.

RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:

• 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

RxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.