Experienced Quality Consultant – Retail Customer Care (Remote) at arenaflex

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As a Quality Consultant in our Retail Customer Care team, you'll play a vital role in ensuring that our customer service representatives provide top-notch support to our customers. If you're passionate about delivering high-quality customer experiences and have a knack for analyzing data and identifying areas for improvement, we want to hear from you!

About arenaflex

arenaflex is a leading healthcare company that's committed to making a positive impact on people's lives. Our purpose is to deliver enhanced human-centric healthcare for a rapidly changing world. We're driven by our Heart At Work Behaviors, which empower our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

Position Summary

As a Quality Consultant, you'll be responsible for monitoring and evaluating the quality of inbound telephone calls, customer emails, and chat interactions to ensure that our customer service representatives meet or exceed customer service requirements for all lines of business. You'll conduct daily monitoring, provide impartial feedback, and assist in the identification of process improvements. You'll also report on monthly quality trends and serve as a resource, subject matter expert, and coach for our customer service representatives.

Responsibilities

* Conduct daily monitoring of calls, emails, and chat interactions to ensure quality, accuracy, and professionalism for each customer interaction

• Assist in the development of front-line staff by providing impartial quality reviews based on pre-established guidelines and policies
• Partner with leadership on agent trending and training needs
• Conduct regular quality calibrations with department leadership and outsource partners to ensure consistency
• Maintain quality monitoring tools to ensure alignment with evolving business needs
• Monthly reporting on department quality, including trends, persistent performance challenges, or concerns
• Quality consultants will be expected to take customer calls for a designated amount of time each quarter in their assigned line of business

Required Qualifications

* 1+ years of customer service experience in a Call Center environment

• Ability to meet all work-at-home requirements (privacy, internet, etc.) if working remotely
• Verifiable high school diploma or GED is required; Associate/Bachelor's degree preferred

Preferred Qualifications

* Excellent oral, written, listening, and interpersonal communication skills and ability to work well with others and build relationships

• Strong proficiency with Microsoft Office Tools (e.g., Excel, Word, PowerPoint, Outlook)
• Adhere to defined scheduling expectations
• Able to complete all required training programs
• Have flexibility to switch from one call type to another throughout the day while auditing various lines of business
• Thrive in a fast-paced environment, effective organizational skills, and ability to manage multiple tasks
• Ability to lead meetings and discussions regarding audit results
• Problem diagnosis and solution development skills
• Ability to adapt to change quickly and efficiently
• A proven record of success in a fast-paced environment
• Ability to interact across all levels of management
• Experience with analyzing data and reporting
• Experience in a Call Center environment in a retail or healthcare setting
• Experience collaborating with external vendors
• Experience as a Pharmacy Technician through PTCB or ExCPT
• Bi-lingual preferred

Pay Range

The typical pay range for this role is $18.50 - $38.82. 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.

Benefits

In addition to your compensation, you'll 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.

Career Growth Opportunities and Learning Benefits

At arenaflex, we're committed to helping our employees grow and develop their careers. As a Quality Consultant, you'll have opportunities to develop your skills and knowledge in areas such as quality monitoring, process improvement, and leadership. You'll also have access to a range of training programs and development courses to help you achieve your career goals.

Work Environment and Company Culture

arenaflex is a dynamic and fast-paced work environment that's committed to delivering exceptional customer experiences. Our company culture is built on our Heart At Work Behaviors, which empower our employees to feel empowered by the role they play in transforming our culture and accelerating our ability to innovate and deliver solutions to make healthcare more personal, convenient, and affordable.

How to Apply

If you're passionate about delivering high-quality customer experiences and have a knack for analyzing data and identifying areas for improvement, we want to hear from you! Apply now to become a Quality Consultant in our Retail Customer Care team at arenaflex.

Application Window

We anticipate the application window for this opening will close on: 09/21/2024

Equal Employment Opportunity

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws. Apply Job! Apply for this job