Quality Administrator

Job DescriptionThis position is an integral part of agent development. The QA is responsible for evaluating and providing performance feedback and coaching on recorded and live communications related to the business operations of the RSSC call center. Our purpose is to ensure a high level of customer service, and accuracy of resolution steps are delivered between front line Technical Support Representatives, and store callers through call analysis and trending. This is a support position requiring knowledge of both store and support based technical systems and applications. This person must provide impartial call monitoring, with objective reporting, for scorecard and performance appraisals for both onshore and offshore labor. The Quality Administrator works closely with Agents, Trainers, Knowledge Team, and Operations Managers.Job Description: Ensure a minimum number of monthly performance evaluations are accurately completed, based on specific department measures Complete daily documentation audits Provide individual coaching and developmental feedback addressing knowledge, productivity, and strengths and development opportunities. Conduct calibrations with QA team members Perform virtual level 3 coaching's and evaluations during nesting as required Provide recommendations regarding new agent development to Training Managers. Work closely with Operations Management in support of individual agent performance. Exercise considerable discretion and judgment regarding confidential agent performance and other matters of significance. Report outlier knowledge, performance, and training gaps/trends when identified. Perform daily service activities and administrative duties relative to position. Support projects and other business needs as assigned.Required Qualifications RSSC Skill set: Front Store/Pharmacy/Minute Clinic Minimum of 1-year recent RSSC call center experience. Knowledge of MS Office applications. Demonstrated call handling ability, including positive QA reviews, and use of Callflow Knowledge and experience in Service NowCOVID RequirementsCOVID-19 Vaccination RequirementCVS Health requires certain colleagues to be fully vaccinated against COVID-19 (including any booster shots if required), where allowable under the law, unless they are approved for a reasonable accommodation based on disability, medical condition, religious belief, or other legally recognized reasons that prevents them from being vaccinated. You are required to have received at least one COVID-19 shot prior to your first day of employment and to provide proof of your vaccination status or apply for a reasonable accommodation within the first 10 days of your employment. Please note that in some states and roles, you may be required to provide proof of full vaccination or an approved reasonable accommodation before you can begin to actively work.Preferred Qualifications Excellent customer service skills Excellent verbal, written, and interpersonal communication skills. Attention to detail and strong organizational skills. Desire to help others achieve performance goals and deliverables. Ability to work independently and in a team environment. Initiative to seek out process improvements. Coaching experienceEducationHigh School Diploma or GEDBusiness OverviewBring your heart to CVS HealthEvery one of us at CVS Health shares a single, clear purpose: Bringing our heart to every moment of your health. This purpose guides our commitment to deliver enhanced human-centric health care for a rapidly changing world. Anchored in our brand - with heart at its center - our purpose sends a personal message that how we deliver our services is just as important as what we deliver.Our Heart At Work Behaviors support this purpose. We want everyone who works at CVS Health to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make health care more personal, convenient and affordable. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

Created: 2024-10-19