Customer Service Quality Assurance Representative

Position Summary: The Customer Service Quality Assurance (QA) Representative ensures exceptional customer experiences by assessing performance, analyzing feedback, and driving improvements to support Empower Pharmacy’s mission and brand excellence.Duties and Responsibilities: • Conducts performance assessments across customer-facing teams, analyzes Net Promoter Score and Customer Satisfaction data, and generates quality reports with actionable insights for leadership. • Identifies opportunities for quality improvements, participates in calibration sessions, and ensures alignment and consistency in quality standards through dispute resolution. • Resolves customer service issues and escalations professionally while analyzing and improving low-performing interactions to enhance the Empower Pharmacy brand. • Fosters cross-departmental collaboration to achieve quality objectives and maintains updated quality-related reports and performance metrics. • Stays current with industry regulations, ensuring compliance and upholding company quality standards across all service channels. While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.Knowledge and Skills: • Requires experience with call center systems such as Quality Management tools (Playvox, Talkdesk, Observe.ai, Five-9) and Microsoft Office, with excellent attention to detail and strong interpersonal and organizational skills. • Must be able to manage shifting priorities, maintain confidentiality, and support change; pharmacy and quality assurance experience are preferred. Key Competencies • Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions. • Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement. • Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives. • Resourcefulness: Secures and deploys resources effectively and efficiently. • Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems. • Ensures Accountability: Holds self and others accountable to meet commitments and objectives. • Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations. • Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences. Values • People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth. • Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce. • Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service. • Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.Experience and Qualifications: • Minimum of 2 years of QA experience within a call center or customer service environment. • High school diploma or equivalent required.Benefits: We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/