At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed expectations. As a Quality Supervisor, you'll play a vital role in shaping the future of customer care, driving quality excellence, and fostering a culture of innovation and collaboration. If you're passionate about making a difference in the lives of customers and colleagues alike, we invite you to join our team and embark on a journey of growth, learning, and success.
**About arenaflex**
arenaflex is a leading healthcare company that's committed to transforming the way we deliver care. With a focus on innovation, empathy, and customer-centricity, we're redefining the healthcare experience for millions of people around the world. Our purpose is simple yet powerful: to bring our heart to every moment of your health. We believe that how we deliver our services is just as important as what we deliver, and we're dedicated to creating a culture that's guided by our Heart At Work Behaviors.
**Position Summary**
As a Quality Supervisor, you'll provide daily leadership, management, and guidance to the Quality Coordinators responsible for performing quality evaluations and administrative functions within the call center. You'll serve as a liaison with internal partners to standardize policies, practices, and procedures, ensuring that agents meet department key performance indicators (KPIs) and deliver exceptional customer experiences. Your key responsibilities will include:
* Mentoring and coaching QA Coordinators to enhance the customer experience through constructive analysis and measurable performance improvement goals
* Collaborating with trainers and QA Reps to establish a positive team environment that supports best-in-class customer service practices
* Adhering to HR policies and procedures, including interviewing and hiring colleagues, colleague development, annual employee reviews, and progressive discipline
* Managing productivity goals, staffing, and daily tasks
* Making recommendations to management regarding policy and procedure development, process efficiencies, and continuing education opportunities
* Hosting and facilitating internal, external, or QA team calibrations to track results
* Supporting Quality Initiatives for the RCC Team
* Partnering with Operations and Knowledge Teams for recommendations on process changes and revisions that impact improved performance and customer experience
* Creating and maintaining onboarding processes for new hires
**Required Qualifications**
* 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 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 in a professional manner
* Self-directed with strong analytical, problem-solving, interpersonal, and PC skills
**Preferred Qualifications**
* 1+ years of previous supervisory or equivalent experience in a progressively responsible role
* Experience with managing escalations and resolving problems
* Bi-lingual in Spanish
**Education**
* High School Diploma, GED, or equivalent work experience
* Bachelor's Degree preferred
**Compensation and Benefits**
The typical pay range for this role is $43,888.00 - $93,574.80, with opportunities for bonus, commission, or short-term incentive programs. arenaflex offers a comprehensive benefits package, including:
* 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
* Free development courses
* CVS store discount
* Discount programs with participating partners
* Paid Time Off (PTO) or vacation pay
* Paid holidays throughout the calendar year
**Why Join arenaflex?**
At arenaflex, we're committed to creating a culture that's guided by our Heart At Work Behaviors. We believe in empowering our colleagues to make a difference in the lives of customers and communities. As a Quality Supervisor, you'll have the opportunity to:
* Shape the future of customer care and drive quality excellence
* Foster a culture of innovation and collaboration
* Develop your leadership and coaching skills
* Work with a talented team of professionals who share your passion for customer-centricity
* Enjoy a comprehensive benefits package and competitive compensation
* Pursue ongoing education and development opportunities
**How to Apply**
If you're passionate about delivering exceptional customer experiences and shaping the future of healthcare, we invite you to apply for this exciting opportunity. Please submit your application by [09/20/2024]. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.
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