Quality Assurance Team Leader

Sav-Rx, located in Fremont, NE, is dedicated to improving the health and lives of our patients through exceptional clinical practices and unwavering commitment to best-in-class service delivery. The Sav-Rx experience is defined by superior service, competitive rates, transparent practices, and cutting-edge clinical programs delivered by outstanding, professional associates.

We are an Equal Employment/Affirmative Action employer. We do not discriminate in hiring on the basis of sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, or local law.

The Quality Assurance Team Lead (QATL) is responsible for managing the QA department, assessing the quality of the performance of QA team members and call center representatives. This individual will assist in developing, creating and implementing call center quality processes and procedures as well as making recommendation for enhancements to training materials as needed to enhance the overall Sav-Rx customer’s experience. The QATL will also monitor inbound/outbound calls and email responses to assess associate’s demeanor, technical accuracy, customer service performance and adherence to company policies and procedures.

Responsibilities:

· Create a short and long-term strategy for the QA department

· Enhance existing and develop new QA procedures

· Create, prepare and analyze quality reports for management staff review

· Participate in team meetings to discuss customer service trends, agent review feedback and implementation of quality management strategies

· Coordinate and facilitate call calibration sessions for call center staff. These are meetings where we listen to calls as a group to make sure we are consistent with our direction/training with agents

· Participate in the development of a quality monitoring data management system to compile and track performance at a team and individual level (agent scorecard)

· Participate in design and enhancement of call monitoring format and quality standards

· Develop process controls for the QA department

· Perform call monitoring and provide feedback directly to agents.

· Provide actionable data to management and training as needed. Identify process improvement opportunities to update SOPs

· Perform other duties as assigned

Qualifications:

· Ability to manage a team and communicate effectively with all levels of the organization.

· Ability to deliver feedback in a positive, constructive manner

· Ability to communicate with discretion, professionalism and confidentiality.

· Proven history of analytical and problem-solving skills

· Computer experience (including solid Excel skills) and the ability to learn various in-house programs

Additional Requirements:

· Minimum of one year experience as a QA representative or manager

· References required

· Must have the ability for video interview

Our comprehensive benefits package includes:

Two Medical Plan Options, Prescription Coverage, as well as Voluntary Term Life, Dental, Vision, Critical Illness, Accident coverage. Funeral Leave, Six Paid Holidays, Paid Time Off.

(Benefits effective the first of the month following 60 days of employment)

Job Type: Full-time

Pay: From $21.54 per hour

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Evening shift
• Weekend availability

Ability to commute/relocate:

• Fremont, NE 68025: Reliably commute or planning to relocate before starting work (Required)

Experience:

• Quality assurance: 1 year (Preferred)

Work Location: In person

Salary : $22