Team Lead, Quality Excellence

Rx Benefits 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.

• 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

• 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

• 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…