Customer Service Quality Assurance Supervisor

Houston, TX, United States

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on three core values: People, Quality and Service. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Quality Assurance Supervisor is responsible for leading the call center's Quality Assurance Team, in coordination with the Quality Assurance Manager. This role will oversee the quality assurance representatives and coordinate targeted coaching and training programs to enhance individual skills and collective team performance.

Duties and Responsibilities

Supervises and provides leadership to representatives within the Quality Assurance Department.

Partners with the Quality Assurance manager to evaluate department headcount needs and participates in the interviewing process.

Provides communication on job expectations of the Quality Assurance Team , by providing constructive feedback on their performance as well as recognition.

Distributes workload and assignments to ensure even coverage.

Identifies and implements improvements within the Quality department.

Monitors team communication to ensure that consistent messaging is being provided.

Monitors and evaluates employee performance.

Provides constructive feedback or issues disciplinary action s as necessary.

Oversees team schedules and project assignments.

Stays current with industry regulations and ensures compliance.

Promotes accountability and cross-departmental collaboration to achieve team objectives.

Develop s and implements strategies to improve the quality of service and reduce customer complaints.

Delivers onboarding training to new hires and offers periodic refresher courses to existing staff.

Handle s and de- escalates conflicts and customer escalations professionally and promptly.

Maintains company quality standards across all customer service channels.

Collaborate s with leaders to provide updates on overall operations and performance.

Create s and updates reports as needed.

Fosters a creative and collaborative work environment, encouraging teamwork, professional growth, and knowledge sharing among team members.

Performs other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential function satisfactorily.The requirements listed above are representative of the knowledge, skill, and/or ability required .Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.

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 occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Knowledge and Skills

Proficien t in Microsoft Office Suite (Word, Excel, Outlook).

Provenrecordindevelopingandexecutingsuccessfulqualityassuranceprograms.

Abilitytoroutinelydealwith fast-changing andshiftingpriorities.

Abilitytodevelophighlevelsoftrustand maintain thehighestlevelofdiscretionandconfidentiality.

Abilitytopromote,coordinate,andsupportchange.

Excellent attention to detail.

Excellentinterpersonalskills:abilitytocommunicateeffectively(orallyandinwriting)withalllevelsofmanagement.

Excellentorganization,prioritizationskills , andtheabilitytomultitask.

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.

Experience and Qualifications

H ighschooldiplomaorequivalent required . Associate degree preferred.

3 yearsofQualityAssuranceexperienceina call center orcustomerserviceenvironment required.

Minimum 1 year of supervisory experience in a call center environment or p harmacy operations required.

E xperiencewithcallcentersystemsQM( Playvox , Talkdesk ,Observe.ai,Five‐9) required.

Employee Benefits, Health, and Wellness

No-Cost Medication : Get your prescribed compounded medications at no cost, ensuring your health without the financial burden.

Onsite Health & Wellness – IV Therapy Drips: Rejuvenate with complimentary onsite IV Therapy drips, enhancing your well-being and energy levels.

Comprehensive Medical, Dental, and Vision Options: Choose from three medical plans tailored to your needs, plus options for dental and vision coverage for you and your family.

Telehealth visits: Access board-certified Doctors anytime, anywhere for you and your family.

Paid & Volunteer Time Off: Enjoy paid time off for personal pursuits and contribute to causes you care about with volunteer time off.

Paid Holidays (8 scheduled; 2 floating): Celebrate with eight scheduled holidays and two floating holidays, giving you flexibility and time for personal traditions.

Life & AD&D Coverage: Secure your and your family's financial future with life and accidental death and dismemberment (AD&D) insurance.

FSA (Flexible Spending Account): Manage healthcare expenses smartly with pre-tax dollars in a Flexible Spending Account (FSA).

401K Dollar-for-Dollar Up to 4%: Invest in your future with our 401K plan, featuring a dollar-for-dollar match up to 4%.

Company Paid Long-Term Disability: Provided at no cost, which replaces 60% of your income if you become disabled for a long period of time.

Flexible Schedules: Balance work and life seamlessly with our flexible scheduling options.

Rewards & Recognition Program: Your hard work doesn't go unnoticed – enjoy rewards and recognition beyond your paycheck.

Additional Voluntary Benefits

Accident Insurance: Pays a lump sum benefit to help cover expenses following an accidental injury.

Hospital Indemnity Insurance: Enhance your peace of mind with supplemental hospital insurance for unexpected stays.

Critical Illness: Protect your finances from the expenses of a serious health issue.

Short-Term Disability: Protect your income during illness or injury with short-term disability coverage.

Supplemental Life & AD&D: Add an extra layer of financial protection for you and your loved ones with supplemental life and AD&D coverage.

Legal Services: Access professional legal assistance to address concerns confidently.

Identity Theft Protection: Safeguard your identity and finances with our identity theft protection benefit.

Pet Insurance: Care for your furry family members with our pet insurance coverage.

Employee Assistance Program: Confidential counseling and support services for a holistic approach to your well-being.

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