Contact Center Quality Manager

Job DescriptionThe Manager, Knowledge & Quality will partner with Call Center leadership to help lead the transformation of the Knowledge and Quality functions. Primary focus will include overseeing the development of content for training materials, maintaining updates to process documents, implementing, and maintaining quality review processes for each business team to ensure quality, customer service, and adherence to policies. This position will partner closely with all department business leaders and the Training Team on an on-going basis. This person must provide impartial feedback, will assist in the identification of process improvements, and report on monthly quality trends. The Manager, Knowledge & Quality will drive a culture of root cause analysis, with a focus on removing variation from the system and removing defects from processes."¯"¯Analyze performance data and work to re-engineer processes through benchmarking with external"¯and internal business partners and manage key performance metrics and subsequent drivers, implementing actions for improvement.This position requires the ability to learn the business processes and technology of all departments within Retail Pharmacy Customer Care. 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.Pay RangeThe typical pay range for this role is:Minimum: 60,300Maximum: 130,000Please keep in mind that this range represents the pay range for all positions in the job grade within which this position falls. The actual salary offer will take into account a wide range of factors, including location.Required Qualifications 3 years of exceptional leadership & collaboration skills 3 years of experience in formulating & driving enhancement strategies spanning across Quality, & Knowledge Management in a contact center setting. 3 years of experience managing multiple priorities to completion, solving complex problems within an operational environment, and identifying and driving cost efficiencies 3 years of experience retrieving data from large data platforms and statistical analysis tools (e.g. IEX, Verint, SQL, Tableau, CCaaS, Power BI, etc.), and multiple data sourcesPreferred Qualifications Experience in Healthcare, Medicare & Pharmacy Customer Service Previous demonstrated experience in managing a geographically and functionally diverse team Communication and leadership skills in leading and motivating a growing and changing service operation Strong quantitative/analytical skills and project management skills Strong verbal and written communication skills and ability to communicate with all levels of the organization Ability to travel for in-person meetings and/or call center site visits, up to 25% of the work week 3+ years of experience with Tableau or other data visualization techniquesEducationBachelor's degree or years of equivalent experienceBusiness OverviewBring 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. We strive to promote and sustain a culture of diversity, inclusion and belonging every day. CVS Health is an affirmative action employer, and is an equal opportunity employer, as are the physician-owned businesses for which CVS Health provides management services. We do not discriminate in recruiting, hiring, promotion, or any other personnel action based on race, ethnicity, color, national origin, sex/gender, sexual orientation, gender identity or expression, religion, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law. We proudly support and encourage people with military experience (active, veterans, reservists and National Guard) as well as military spouses to apply for CVS Health job opportunities.

Created: 2025-10-04