Bring your heart to CVS Health. Every 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.

Position Summary:

The Quality Consultant role will be responsible for monitoring and evaluating the quality of inbound telephone calls, customer emails and chat
by conducting daily monitoring to enhance customer relationship, ensure quality, accuracy, adherence to policies and procedures and meet or
exceed customer service requirements for all lines of business. You must provide impartial feedback, will assist in the identification of
process improvements, and report on monthly quality trends. You will use your ability to learn quickly and serve as a resource, subject matter
expert, and coach.

Hours will be 9:00am--5:30pm Eastern Time Monday--Friday.

Responsibilities:

1. Conducts CSR daily monitoring of calls, emails, and chat to ensure quality, accuracy of information provided, professionalism for each LOB
customer interaction.
2. Assist in the development of the front-line staff by providing impartial quality reviews based on pre-established guidelines and policies.
3. Partner with leadership on agent trending’s and training needs.
4. Conduct regular quality calibrations with department leadership and outsource partners to ensure consistency.
5. Maintain quality monitoring tools to ensure alignment with evolving business needs.
6. Monthly reporting on department quality including trend, persistent performance challenges or concerns.
7. Quality consultants will be expected to take customer calls for 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.
Must be able to meet all work at home requirements (privacy, internet, etc.) if working remotely.

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 (Ex. Excel, Word, Power Point, 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

Education
• Verifiable high school diploma or GED is required.
• Associate/Bachelor’s degree 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 CVS Health 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 our heart into caring for our colleagues and our communities.  The Company offers a full range of medical, dental, and vision benefits.  Eligible employees may enroll in the Company’s 401(k) retirement savings plan, and an Employee Stock Purchase Plan is also available for eligible employees.  The Company provides a fully-paid term life insurance plan to eligible employees, and short-term and long term disability benefits. CVS Health 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, Company 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 Company policies.  
 
For more detailed information on available benefits, please visit Benefits | CVS Health

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

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