Quality Assurance Lead (Customer Service)

As Quality Assurance Lead, your focus will be to maintain and improve the quality of our customer service experience.   You will do this while supporting operational partnerships, leader coaching initiatives, and various business headlines within CoverMyMeds. Your job is to drive value to our team through ensuring the delivery of a high-quality service for our customers, while constantly seeking out new opportunities to improve our people and processes.

What You’ll Do

You will serve as a leader within our Patient Services (customer care) team supporting our people leaders and aligning to a unified view of high quality for the users of our network: physician offices, pharmacies, plans. Like most growing companies, the job content of all positions varies daily as everyone pitches in to get the job done. Nonetheless, we try to maintain clarity with respect to employees’ primary responsibilities.

  • Dedicated focus on maintaining and improving the quality of front-line associates through the auditing of user calls and interactions with our talented team of Account Coordinators.
  • Facilitating regular quality calibration reviews of the process workflows for front-line leaders, periodically joining client conversations focusing on quality
  • Facilitates training to onboard new front-line leaders, and provides continued coaching to establish consistent support that is aligned to the CoverMyMeds culture
  • Work in conjunction with program leaders through calibration sessions and other interactions to ensure alignment of processes and identify areas
  • Develop monthly quality reports in partnership with the analytics team that are designed to provide insights into quality of service and consistency with our style guide
  • Provide support and coaching to leaders on the team to improve the quality and consistency of feedback delivered to team members as well as the ways in which feedback is delivered (in-person, Slack, email, etc.)
  • Coordinate with Learning & Development and the Content Team to create and refine an internal library of educational resources for team members
  • Create reports and utilize new and existing reporting tools to improve reporting of the QA trends in the spirit of continuous improvement
  • Support the change management process through Operational Excellence
  • Maintain the Calibration Agreement Log, which provides leaders an aligned view of quality reflected in achieving optimum Calibration Gap Average < 5%

About You

You have strong attention-to-detail, communication skills and thrive on creating and fostering a culture devoted to high quality and user experience. You are reliable, take initiative, and enjoy collaborating with internal and external stakeholders. You thrive in a fast-pace environment, are empathetic, and truly embrace challenges when work becomes difficult. You are an exceptionally organized, methodical professional with the experience necessary to take the quality of our program to the next level.

  • Bachelor’s degree or equivalent experience preferred
  • Previous experience in user-facing operations, such as Customer Care, Customer Success, or Customer Solutions
  • Experience leading teams, coaching and developing employees, and interacting with external clients
  • Professional certification, such as Six Sigma, Quality Engineer, or Quality Auditor is preferred but not required
  • Knowledgeable and experienced working with quality assurance terminology, methods, and tools
  • You are experienced in communicating complex or challenging messages to a team. You know what to share, and how to share it in a clear and concise way, and you include the right people in your audience
  • Demonstrated analytical, problem-solving, and decision-making skills
  • You are never satisfied with the status quo and leverage every available resource at your disposal
  • You are a strong collaborator who finds a way to produce results, even with limited resources 
  • Proficient in Confluence, JIRA, Excel, & PowerPoint

 

About Us

CoverMyMeds, part of McKesson’s Prescription Technology Solutions, is a fast-growing healthcare technology company. Our mission: Help patients get the medications they need to live healthy lives. Our solutions seamlessly connect the health care network to improve medication access, increasing speed to therapy and reducing prescription abandonment for patients like you and me.

We hire ambitious people and make it a priority to invest in them by providing opportunities to grow their careers and connections within the community. On-site culinary team, flexible hours and paid benefits? Yeah, we have those too. But don’t take our word for it. We’ve been recognized as a “Best Place to Work” by Glassdoor, a “Best Company to Work For” by FORTUNE, and our employees have great things to say, too.

CoverMyMeds is an equal opportunity and affirmative action employer. We embrace diversity and are committed to creating an inclusive environment for all employees. Qualified applicants will be considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, disability or veteran status.

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