Experienced Quality Consultant – Retail Customer Care (Remote)

Are you passionate about delivering exceptional customer experiences and driving quality improvements in a fast-paced retail environment? Do you thrive in a dynamic, customer-centric organization that values innovation, collaboration, and employee growth? If so, we invite you to join arenaflex as an Experienced Quality Consultant – Retail Customer Care (Remote). At arenaflex, we're committed to revolutionizing the way we deliver healthcare and retail services, putting our heart at the center of everything we do. Our purpose is to bring enhanced human-centric healthcare to a rapidly changing world, and we're looking for talented professionals like you to help us achieve this vision.

About arenaflex

arenaflex is a leading healthcare and retail organization that's dedicated to making a positive impact on people's lives. With a strong commitment to innovation, customer satisfaction, and employee well-being, we're creating a workplace culture that's inclusive, supportive, and empowering. Our employees are the heart of our organization, and we're passionate about fostering a work environment that encourages collaboration, creativity, and growth.

Job Summary

As an Experienced Quality Consultant – Retail Customer Care (Remote), you'll play a critical role in monitoring and evaluating the quality of inbound telephone calls, customer emails, and chat interactions. Your primary responsibilities will include:

• Conducting daily monitoring of calls, emails, and chat to ensure quality, accuracy, and professionalism for each customer interaction
• Providing impartial quality reviews based on pre-established guidelines and policies to develop front-line staff
• Partnering with leadership on agent trending and training needs
• Conducting regular quality calibrations with department leadership and outsource partners to ensure consistency
• Maintaining quality monitoring tools to ensure alignment with evolving business needs
• Monthly reporting on department quality, including trend analysis, persistent performance challenges, and concerns
• Participating in customer calls for designated periods each quarter in assigned lines of business

Responsibilities

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

• Provide impartial quality reviews based on pre-established guidelines and policies to develop front-line staff
• 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 trend analysis, persistent performance challenges, and concerns
• Participate in customer calls for designated periods each quarter in assigned lines of business
• Collaborate with cross-functional teams to identify process improvements and implement changes
• Develop and maintain relationships with stakeholders to ensure effective communication and issue resolution
• Analyze data and metrics to identify areas for quality improvement and develop strategies for implementation
• Stay up-to-date with industry trends and best practices in quality management and customer service

Requirements

* 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
• Excellent oral, written, listening, and interpersonal communication skills
• Strong proficiency with Microsoft Office Tools (Excel, Word, PowerPoint, Outlook)
• Ability to adhere to defined scheduling expectations
• Ability to complete all required training programs
• Flexibility to switch from one call type to another throughout the day while auditing various lines of business
• Ability to thrive in a fast-paced environment with 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
• 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
• Verifiable high school diploma or GED is required
• Associate/Bachelor's degree preferred

Preferred Qualifications

* Experience with quality management and customer service in a retail or healthcare setting

• Experience with analyzing data and reporting
• Experience collaborating with external vendors
• Experience as a Pharmacy Technician through PTCB or ExCPT
• Bi-lingual

What We Offer

* Competitive pay range: $18.50 - $38.82

• Eligibility for a CVS Health bonus, commission, or short-term incentive program
• Comprehensive benefits package, including medical, dental, and vision benefits
• 401(k) retirement savings plan and Employee Stock Purchase Plan
• Fully-paid term life insurance plan and short-term and long-term disability benefits
• Well-being programs, education assistance, free development courses, and discount programs with participating partners
• Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year

How to Apply

If you're passionate about delivering exceptional customer experiences and driving quality improvements in a fast-paced retail environment, we invite you to apply for this exciting opportunity. Please submit your application through our website, and we'll be in touch to discuss your qualifications further. Apply Job!

Equal Employment Opportunity

arenaflex is an equal opportunity employer and welcomes applications from diverse candidates. We're committed to creating a workplace culture that's inclusive, supportive, and empowering. Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state, and local laws.

Disclaimer

arenaflex is a leading healthcare and retail organization that's dedicated to making a positive impact on people's lives. Our purpose is to bring enhanced human-centric healthcare to a rapidly changing world, and we're looking for talented professionals like you to help us achieve this vision. Apply for this job