Experienced Quality Supervisor for Retail Customer Care Team - Leadership, Coaching, and Quality Assurance Expertise for Exceptional Customer Experience

Introduction to arenaflex

At arenaflex, we are driven by a singular purpose: to bring heart to every moment of health. This guiding principle inspires our commitment to delivering human-centric healthcare that is both personal and innovative. As a leader in the healthcare industry, arenaflex is dedicated to transforming the way healthcare is experienced, making it more convenient, affordable, and tailored to individual needs. Our Heart At Work Behaviors support this mission, empowering every team member to play a vital role in shaping our culture and driving innovation.

Job Overview

We are seeking an exceptional Quality Supervisor to join our Retail Customer Care team. As a Quality Supervisor, you will provide daily leadership, guidance, and mentorship to our Quality Coordinators, ensuring that our customer experience meets the highest standards of quality and excellence. Your expertise will be instrumental in standardizing policies, practices, and procedures, collaborating with internal partners, and driving continuous improvement initiatives that enhance our customer service delivery.

Key Responsibilities

• Mentor and coach Quality Coordinators, providing constructive feedback and measurable performance goals that enhance the customer experience.
• Collaborate with trainers and QA representatives to establish a positive team environment that supports best-in-class customer service practices.
• Adhere to HR policies and procedures, including interviewing, hiring, colleague development, annual employee reviews, and progressive discipline.
• Manage productivity goals, staffing, and daily tasks to ensure seamless operations.
• Make recommendations to management regarding policy and procedure development, process efficiencies, and continuing education opportunities.
• Host and facilitate internal, external, or QA team calibrations to track results and drive quality improvements.
• Support Quality Initiatives for the Retail Customer Care team, partnering with Operations and Knowledge Teams to recommend process changes that impact performance and customer experience.
• Create and maintain an onboarding process for new hires, ensuring a smooth transition into the team.

Essential Qualifications

To be successful in this role, you will need:

• 2+ years of continuous customer service experience, preferably in a call center environment.
• Ability to multitask and quickly resolve issues in a fast-paced environment.
• Effective communication skills and the ability to motivate others.
• Previous coaching, mentoring, and development experience.
• Demonstrated proficiency using Microsoft Office applications, with the ability to create and present data to targeted audiences.
• Self-directed with strong analytical, problem-solving, interpersonal, and PC skills.

Preferred Qualifications

While not required, the following qualifications are preferred:

• 1+ year of previous supervisory or equivalent experience in a progressively responsible role.
• Experience with managing escalations and resolving problems.
• Bi-lingual in Spanish.

Education

A High School Diploma, GED, or equivalent work experience is required. A Bachelor's Degree is preferred.

Compensation and Benefits

The typical pay range for this role is $43,888.00 - $93,574.80 per year, depending on experience, education, geography, and other relevant factors. As an arenaflex team member, you will also be eligible for a bonus, commission, or short-term incentive program. Our comprehensive benefits package includes:

• Medical, dental, and vision benefits.
• 401(k) retirement savings plan.
• Employee Stock Purchase Plan.
• Fully-paid term life insurance plan.
• Short-term and long-term disability benefits.
• Well-being programs, education assistance, and free development courses.
• CVS store discount and discount programs with participating partners.
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year.

Career Growth and Development

At arenaflex, we are committed to the growth and development of our team members. As a Quality Supervisor, you will have access to:

• Ongoing training and development opportunities.
• Coaching and mentorship from experienced leaders.
• Cross-functional collaboration and networking opportunities.
• Performance feedback and recognition programs.

Work Environment and Culture

Our work environment is dynamic, supportive, and inclusive. We value diversity, equity, and inclusion, and we are committed to creating a workplace where everyone feels valued, respected, and empowered to contribute. As a Quality Supervisor, you will be part of a team that is passionate about delivering exceptional customer experiences and making a positive impact on the lives of our customers.

Conclusion

If you are a motivated and experienced quality professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Quality Supervisor at arenaflex, you will play a critical role in shaping our customer experience and driving continuous improvement initiatives. Join our team and be part of a company that is dedicated to bringing heart to every moment of health. Apply now and take the first step towards a rewarding and challenging career with arenaflex.