Experienced Quality Supervisor for Retail Customer Care Team – Remote Leadership Opportunity in Customer Service Excellence

Introduction to blithequark

At blithequark, we are driven by a singular purpose: to bring heart to every moment of health care. This guiding principle shapes our commitment to delivering enhanced, human-centric health care in a rapidly changing world. Our brand, with heart at its core, sends a personal message that how we deliver our services is just as important as what we deliver. We believe in empowering every member of our team to play a transformative role in our culture and to accelerate our ability to innovate and deliver solutions that make health care more personal, convenient, and affordable.

Our Heart At Work Behaviors

Our Heart At Work Behaviors support this purpose and are designed to empower everyone at blithequark to feel valued and recognized for the role they play in transforming our culture. We strive to create an environment where innovation thrives, and where every individual can contribute to making health care more accessible and compassionate. By joining blithequark, you become part of a team that is dedicated to making a meaningful difference in the lives of our customers and communities.

Position Summary

As a Quality Supervisor for our Retail Customer Care team, you will provide daily leadership, management, and guidance to Quality Coordinators. Your role will be pivotal in ensuring that our customer service meets the highest standards of quality and that our agents are equipped to deliver exceptional customer experiences. You will function as a liaison with internal partners to standardize policies, practices, and procedures, aiming to increase quality and ensure that our agents meet department key performance indicators (KPIs). A significant part of your role will involve partnering with Quality Coordinators to ensure that the overall quality of the customer experience aligns with our company expectations.

Key Responsibilities

• Mentor and coach QA Coordinators by providing constructive analysis of their work and setting measurable performance improvement goals that enhance the customer experience.
• Collaborate with trainers and QA Representatives to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Adhere to HR policies and procedures, including interviewing and hiring colleagues, colleague development, annual employee reviews, and progressive discipline, including terminations.
• Manage productivity goals, staffing, and daily tasks to ensure the team operates efficiently and effectively.
• Make recommendations to management regarding the development of policies and procedures, identify and implement processing efficiencies, and identify trends and continuing education opportunities.
• Host and facilitate internal, external, or QA team calibrations to track results and ensure continuous improvement.
• Support Quality Initiatives for the Retail Customer Care Team and partner with Operations and Knowledge Teams for recommendations on process changes or revisions that could impact improved performance and customer experience.
• Create and maintain an onboarding process for new hires to ensure a smooth transition into the team.

Required Qualifications

To be successful in this role, you should have:

• 2+ years of continuous customer service experience, preferably in a call center environment, demonstrating your ability to understand and meet customer needs.
• Ability to multitask and quickly resolve issues in a fast-paced environment, showcasing your problem-solving skills and composure under pressure.
• Effective communication skills and the ability to motivate others, highlighting your leadership potential and interpersonal skills.
• Previous coaching, mentoring, and development experience, indicating your capacity to guide and support team members in their professional growth.
• Demonstrated proficiency using Microsoft Office applications, with the ability to create and present data to targeted audiences in a professional manner, underscoring your analytical and presentation skills.
• Self-directed with strong analytical, problem-solving, interpersonal, and PC skills, demonstrating your independence, technical aptitude, and collaborative mindset.

Preferred Qualifications

While not required, the following qualifications are preferred:

• 1+ year of previous supervisory or equivalent experience in a progressively responsible role, indicating your leadership experience and ability to manage teams effectively.
• Experience with managing escalations and resolving problems, showcasing your conflict resolution skills and ability to handle complex customer issues.
• Bi-lingual in Spanish, which would be an asset in serving our diverse customer base and enhancing our customer service capabilities.

Education

A High School Diploma, GED, or equivalent work experience is required. A Bachelor's Degree is preferred, as it demonstrates a higher level of educational attainment and potentially broader skill sets.

Compensation and Benefits

The typical pay range for this role is $43,888.00 - $93,574.80. 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 various factors, including experience, education, geography, and other relevant factors. This position is also eligible for a blithequark bonus, commission, or short-term incentive program in addition to the base pay range listed above.

Beyond your compensation, you will enjoy the rewards of an organization that puts its heart into caring for its colleagues and communities. blithequark offers a full range of medical, dental, and vision benefits, as well as the opportunity for eligible employees to enroll in our 401(k) retirement savings plan and an Employee Stock Purchase Plan. We provide a fully-paid term life insurance plan to eligible employees, along with short-term and long-term disability benefits. Additionally, blithequark offers numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. Our employees also enjoy Paid Time Off (PTO) or vacation pay, as well as paid holidays throughout the calendar year, consistent with relevant state law and company policies.

Career Growth and Learning Benefits

At blithequark, we are committed to the growth and development of our employees. We believe in providing opportunities for continuous learning, professional development, and career advancement. As a Quality Supervisor, you will have access to training programs, workshops, and mentorship opportunities designed to enhance your skills and knowledge. Our goal is to support your career aspirations and help you achieve your full potential within our organization.

Work Environment and Company Culture

Our work environment is built on the principles of respect, inclusivity, and teamwork. We foster a culture that values diversity, promotes equality, and encourages open communication. At blithequark, you will be part of a dynamic and supportive team that is passionate about delivering exceptional customer experiences and making a positive impact on our communities. We believe in recognizing and rewarding our employees' contributions, celebrating their successes, and providing a healthy work-life balance.

Conclusion

If you are a motivated and experienced customer service professional looking for a challenging and rewarding role, we invite you to join our team at blithequark. As a Quality Supervisor for our Retail Customer Care team, you will play a critical role in shaping our customer service strategy, leading a team of dedicated professionals, and contributing to the growth and success of our organization. Apply now to take the first step in an exciting and fulfilling career with blithequark.

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