**Experienced Quality Supervisor, Retail Customer Care (Remote) at arenaflex**

At arenaflex, we're dedicated to revolutionizing the way we approach healthcare, making it more personal, convenient, and affordable for everyone. Our purpose is simple: to bring our heart to every moment of your health. This guiding principle drives our commitment to delivering exceptional human-centric healthcare services that transform lives. As a Quality Supervisor at arenaflex, you'll play a vital role in shaping our customer experience, ensuring that our agents meet department key performance indicators (KPIs), and collaborating with internal partners to standardize policies and procedures. If you're passionate about delivering outstanding customer service, leading high-performing teams, and driving quality improvements, we want to hear from you. **Job Summary** As a Quality Supervisor, you'll provide daily leadership, management, and guidance to Quality Coordinators responsible for performing quality evaluations and administrative functions within the call center. You'll serve as a liaison with other internal partners to standardize policies, practices, and procedures, ensuring that our agents meet department KPIs and deliver an exceptional customer experience. **Key Responsibilities** * Mentor and coach QA Coordinators by providing constructive analysis of their work and measurable performance improvement goals that enhance the customer experience. * Collaborate with trainers and QA Reps to establish a positive team environment that supports and reinforces best-in-class customer service practices. * Adhere to HR policies and procedures, including interviewing and hiring of colleagues, colleague development, annual employee reviews, and progressive discipline, including terminations. * Manage productivity goals, staffing, and daily tasks. * Make recommendations to management regarding the development of policies and procedures, identify and implement processing efficiencies, and identify trends and continuing education opportunities. * Host and facilitate internal, external, or QA team calibrations to track results. * Support Quality Initiatives for the RCC Team. * Partner with Operations and Knowledge Teams for recommendations for process changes/revisions that would impact improved performance and customer experience. * Create and maintain onboarding process for new hires. **Essential 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, both internal and external, 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. This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors, including experience, education, geography, and other relevant factors. This position is eligible for a arenaflex bonus, commission, or short-term incentive program in addition to the base pay range listed above. In addition to your compensation, enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. arenaflex offers a full range of medical, dental, and vision benefits. Eligible employees may enroll in the arenaflex 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees. arenaflex provides a fully-paid term life insurance plan to eligible employees, and short-term and long-term disability benefits. arenaflex also offers numerous well-being programs, education assistance, free development courses, a CVS store discount, and discount programs with participating partners. As for time off, arenaflex employees enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year. Number of paid holidays, sick time, and other time off are provided consistent with relevant state law and arenaflex policies. **Why Join arenaflex?** At arenaflex, we're committed to creating a workplace culture that values diversity, equity, and inclusion. We believe that our differences are what make us stronger, and we're dedicated to fostering an environment where everyone feels welcome, respected, and empowered to succeed. If you're passionate about making a difference in the lives of others and want to be part of a dynamic team that's shaping the future of healthcare, we invite you to join us. **How to Apply** If you're ready to bring your heart to every moment of our customers' health, we encourage you to apply for this exciting opportunity. Please visit our website to 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. Apply Now! Apply for this job