Quality Assurance Team Lead - SPBM Archimedes

Company

Work Schedule Description (e.g. M-F 8am to 5pm)

Hiring Manager : Full Name: First Last

Overview

The Quality Assurance Team Lead will support our Call Center operations with emphasis on developing and enforcing quality control standards and criteria for evaluating customer interactions, including calls, emails, and chats. The role leads and drives efforts to continuously improve quality control processes and methodologies based on performance data and feedback.

The Quality Assurance Team Lead will be the Subject Matter Expert by delivering clear and constructive feedback to agents based on quality control evaluations, focusing on both strengths and areas of improvement. The role drives collaboration by coordinating with other inter-departmental functions such as operations and training, to align quality control efforts with overall call center goals.

Responsibilities

How do I make an impact on my team?

• Monitor a sample of inbound, outbound and QA/QC list, email responses with the goal to evaluate Member Service Representative responses, technical and program accuracy and customer service performance set forth by Member Service SLAs.
• Evaluate post call surveys for trends and report weekly results to department management.
• Implement Call Center quality processes and procedures and make recommendations for enhancements.
• Participate in the design of call monitoring formats and quality standards.
• Review, investigate, and resolve Jiri ticket cases within the target SLAs.
• Develop process controls, work instructions, and supporting documentation for training, onboarding, and customer support related to QC of production files.
• Contribute to QC summary sessions to evaluate agent performance.
• Identify trends and offer recommendations to resolve findings.
• Participate in team meetings to discuss trends, agent review feedback, and implementation of quality management strategies Handle incoming calls from customers with professionalism and courtesy.
• Use quality control tools and software to monitor, record, and evaluate customer interactions.
• Manage and resolve complex or sensitive customer issues that have been escalated beyond frontline agents.
• Participate in, adhere to and support compliance, people and culture, and learning programs.
• Perform other duties as assigned.

Qualifications

What our team expects from you?  

• Education: Associate's degree required.
• Experience:
  • 1 year of call center experience required. 3+ years preferred.
  • 1 year of B2B experience required.
  • 1 year of customer service experience required.
  • 1+ years of experience in Healthcare or Pharmacy Services (excluding Home Healthcare) required.
  • Advance knowledge and skills with Excel.
  • Proven experience in a customer service role, preferably within a call center environment.
  • Proficient in using call center software and other relevant technology.

Pay Range