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Job Title :
Senior Coordinator - Quality Assurance
Job ID :
Location :
RI - Lincoln
Street Address :
25 Blackstone Valley Place Suite 310 (3rd floor)
Category :
Customer Service
Description :
Job Description
The Senior Coordinator - Quality Assurance will be responsible for reviewing incoming customer calls, correspondence, and emails to ensure quality, customer service, and adherence to policies. This person must provide impartial feedback, will assist in the identification of process improvements, and report on monthly quality trends. This position requires the ability to learn the business processes and technology of all departments within Central Pharmacy Services. The ideal candidate will play an active role in refining department quality standards, provide both individualized and group trends on performance, and assist with the development of training programs.

Primary duties and responsibilities:
- Ensure a minimum number of quality reviews are performed on a monthly basis for each department.
- Assist in the development of the front-line staff by providing impartial quality reviews based on pre-established guidelines and policies.
- Conduct quality calibrations with department leadership to ensure consistency.
- Maintain the quality monitoring tools to ensure alignment with evolving business needs.
- Provide monthly reporting on the quality provided department including trend analysis
- Ensure individualized or department training needs are met if gaps are identified.

Required Qualifications
- 1+ years of call center experience
- 1+ years of MS Office experience

Preferred Qualifications
- Excellent oral and written communication skills with the ability to interact effectively with staff at all levels of the organization
- Strong analytical and reporting skills
- Ability to work independently with an attention to detail
- Demonstrate a desire to learn new skills and willingness to adhere to departmental procedures
- Prior supervisory or coaching experience

Verifiable High School Diploma or GED is required. Bachelor's Degree preferred

Business Overview
CVS Health, through our unmatched breadth of service offerings, is transforming the delivery of health care services in the U.S. We are an innovative, fast-growing company guided by values that focus on teamwork, integrity and respect for our colleagues and customers. What are we looking for in our colleagues? We seek fresh ideas, new perspectives, a diversity of experiences, and a dedication to service that will help us better meet the needs of the many people and businesses that rely on us each day. As the nation’s largest pharmacy health care provider, we offer a wide range of exciting and fulfilling career opportunities across our three business units – MinuteClinic, pharmacy benefit management (PBM) and retail pharmacy. Our energetic and service-oriented colleagues work hard every day to make a positive difference in the lives of our customers.

CVS Health is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, ethnicity, ancestry, color, religion, sex/gender (including pregnancy), national origin, sexual orientation, gender identity or expression, physical or mental disability, medical condition, age, veteran status, military status, marital status, genetic information, citizenship status, unemployment status, political affiliation, or on any other basis or characteristic prohibited by applicable federal, state or local law. CVS Health will consider qualified job candidates with criminal histories in a manner consistent with federal, state and local laws. CVS Health will not discharge or in any other manner discriminate against any Colleague or applicant for employment because such Colleague or applicant has inquired about, discussed, or disclosed the compensation of the Colleague or applicant or another Colleague or applicant. Furthermore, we comply with the laws and regulations set forth in the following EEO is the Law Poster: EEO IS THE LAW and EEO IS THE LAW SUPPLEMENT

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. If you require assistance to apply for this job, please contact us by clicking EEO AA CVS Health

CVS Health does not require nor expect that applicants disclose their compensation history during the application, interview, and hiring process.

For inquiries related to the application process or technical issues please contact the Kenexa Helpdesk at 1-855-338-5609. For technical issues with the Virtual Job Tryout assessment, contact the Shaker Help Desk at 1-877-987-5352. Please note that we only accept resumes via our corporate website:

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Our culture

CVS Health core values of Innovation, Collaboration, Caring, Integrity, and Accountability not only support our purpose of helping people on their path to better health for our customers and patients, but they also apply to how we support our more than 250,000 colleagues. You will find our culture at CVS Health, and our leaders encourage personal and professional growth.

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