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Quality Assurance Specialist at PillPack
Salt Lake City, UT, US
At PillPack, we are using design, service, and technology to change the way people think about medicine. We are a growing company and you will have the opportunity to make a tangible impact on both the company as well as the quality of our customers’ lives.Our Advisor Center team is at the forefront of delivering a delightfully simple experience to increase customer growth and awareness about our service. Our Advisors engage with potential customers and serve as a primary resource in guiding them through the PillPack sign-up process.To undertake such a huge task, we need more than just a Quality Assurance Specialist. We are looking for a Mastery Development Coach and Mentor for our Advisory Center. The MD Coach is responsible for the overall quality of the customer interactions. You will review and audit telephone interactions for PillPack’s Advisory Center and facilitate calibration/group sessions for our Mastery Development QA program, identify areas of improvement for our Advisors, and develop coaching tools that improve Advisor performance and the quality of the customer’s experience.
Evaluating phone calls to identify areas of acquisition that do not meet pre-established performance standards within the Advisory Center.
Providing structured and timely recommendations; verbal and written feedback to Advisors, their Team Leads and Advisory Center leadership.
Performing mock calls with agents to improve performance.
Developing and conducts targeted group coaching sessions for analysts that address Advisory Center deficiencies and/or improvement opportunities.
Utilizing sales expertise to assess existing practices and procedures for process improvement opportunities with all Advisory Center teams.
Utilizing Advisory Center systems and tools to gather data and analyze trends or patterns affecting quality.
Collaborating with MD team members to identify and streamline processes and implement process standards that enhance service delivery and the customer experience.
Experience in coaching and training individuals or groups
Ability to negotiate change across organizational boundaries and influence others outside of own work group.
Excellent written, verbal, analytical and communication skills.
Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
Strong PC skills including MS Office, Google Drive
1 to 3 years’ experience in Inside Sales, Quality Assurance and/or business process support
Knowledge of the healthcare industry preferred
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