Team Lead, Member Services QA & Performance Excellence

🕒 June 26

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RxBenefits, Inc.

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1995

⚕️ Healthcare Insurance

💳 Fintech

🤝 B2B

💰 Private Equity Round on 2020-12

Healthcare Insurance • Fintech • B2B

RxBenefits, Inc. is a company that specializes in providing innovative pharmacy benefits solutions to employers and their employees. They focus on optimizing the management of prescription drug plans to reduce costs and improve health outcomes. Through advanced analytics and personalized member support, RxBenefits aims to transform the pharmacy benefits experience for their clients.

📋 Description

• The Team Lead, Quality & Performance Excellence is fully accountable for the execution and outcomes of four core contact center functions: Quality Assurance, Staff Performance Governance, Release Readiness, and Capability Development. • Directly manage Quality Analysts and hold full accountability for QA team output, productivity, and accuracy • Own and maintain all QA frameworks, including scorecards, evaluation standards, and calibration processes • Enforce evaluation consistency through required calibration sessions and audit controls • Analyze QA results and produce clear, non-ambiguous insights identifying performance gaps and root causes • Identify systemic issues through QA, complaints, and call monitoring and drive resolution with appropriate owners • Identify opportunities to improve quality, efficiency, and experience through QA trends, performance data, and frontline feedback • Own tracking, reporting, and enforcement of key agent performance drivers • Ensure coaching actions and performance expectations support long term behavior change • Own and be accountable for contact center readiness for major releases • Evaluate the operational and employee experience impact of new processes, tools, and changes to ensure usability and successful adoption • Act as the primary business SME for contact center needs during technology and process initiatives

🎯 Requirements

• Bachelor’s degree or equivalent work experience • Proven experience as call center leadership or supervisory roles • Strong knowledge of call center metrics, QA processes, and workforce management • Excellent communication, coaching, and conflict resolution skills • Ability to manage performance in a fast-paced environment • Strong analytical and problem-solving skills • Proficiency in Microsoft Office and call center systems • Customer service experience required.

🏖️ Benefits

• Remote first work environment • Choice of a HDHP or PPO Medical plan, we pay 100% of the premium for the HDHP for you and your eligible family members • Dental, Vision, Short- and Long-Term Disability, and Group Life Insurance that we also pay 100% of premiums (for your family too on Dental and Vision) • Additional buy-up options for Short- and Long-Term Disability and Life Insurance • 401(k) with an employer match up to 3.5% available after 60 days • Community Service Day to give back and support what you love in your community • 10 company holidays including MLK Day, Juneteenth, and the day after Thanksgiving plus a floating holiday to use as you like • Reimbursements for high-speed internet, we’ll send you a computer and monitors to help you do your best work • Tuition Reimbursement for accredited degree programs • Paid New Parent Leave that can be used for adoption or birth • Pet insurance to protect your furbabies • A robust mental health benefit and EAP service through Spring Health to support you when you need it most