Experienced Quality Consultant for Retail Customer Care – Remote Opportunity to Enhance Customer Experience and Drive Business Excellence at arenaflex

Introduction to arenaflex and Our Mission At arenaflex, we are driven by a singular purpose: to bring our heart to every moment of our customers' health journeys. This guiding principle underscores our commitment to delivering human-centric healthcare solutions that are tailored to the evolving needs of our rapidly changing world. Our brand, with heart at its core, sends a powerful message about the importance of how we deliver our services, emphasizing that the manner in which we provide care is just as crucial as the care itself. Our Heart At Work Behaviors are the foundation upon which our purpose is built, empowering every member of the arenaflex team to feel a sense of pride and ownership in their role. We believe that each individual plays a vital part in transforming our culture and accelerating our ability to innovate and deliver personalized, convenient, and affordable healthcare solutions. Position Summary: Quality Consultant for Retail Customer Care The Quality Consultant role at arenaflex is a pivotal position that focuses on monitoring and evaluating the quality of inbound customer interactions across various channels, including telephone calls, emails, and chats. The primary objective is to enhance customer relationships, ensure the accuracy and quality of information provided, and adhere to established policies and procedures. This role requires the ability to provide impartial feedback, identify areas for process improvement, and report on monthly quality trends, serving as a subject matter expert and coach to frontline staff. Key Responsibilities: Conduct daily monitoring of customer service representatives' (CSRs) interactions to ensure quality, accuracy, and professionalism across all lines of business. Assist in the development of frontline staff by providing constructive, impartial quality reviews based on predefined guidelines and policies. Collaborate with leadership to identify agent trending and training needs, ensuring that quality standards are consistently met. Participate in regular quality calibrations with department leadership and external partners to maintain consistency and alignment with evolving business needs. Maintain and update quality monitoring tools to reflect changing business requirements and ensure seamless operations. Prepare and present monthly reports on department quality, highlighting trends, persistent performance challenges, and areas for improvement. Spend a designated amount of time each quarter taking customer calls in assigned lines of business to stay connected with customer needs and preferences. Essential Qualifications To be considered for the Quality Consultant position, candidates must have at least 1 year of customer service experience in a call center environment. The ability to meet all work-at-home requirements, including privacy and internet connectivity, is also essential for remote work arrangements. Preferred Qualifications While not mandatory, the following qualifications are highly desirable: Excellent oral, written, listening, and interpersonal communication skills, with the ability to build strong relationships with colleagues and customers. Strong proficiency in Microsoft Office tools, including Excel, Word, PowerPoint, and Outlook. Adherence to defined scheduling expectations and the ability to complete all required training programs. Flexibility to switch between different call types and lines of business while auditing various customer interactions. Thriving in a fast-paced environment, with effective organizational skills and the ability to manage multiple tasks simultaneously. Leadership skills, including the ability to lead meetings and discussions regarding audit results. Problem diagnosis and solution development skills, with a proven track record of success in fast-paced environments. Ability to interact effectively across all levels of management and adapt quickly to change. Experience in analyzing data and reporting, with a preference for experience in a retail or healthcare call center setting. Collaboration experience with external vendors and, ideally, experience as a Pharmacy Technician through PTCB or ExCPT. Bilingual proficiency is highly preferred. Education Requirements A verifiable high school diploma or GED is required, with an Associate's or Bachelor's degree preferred for this role. Compensation and Benefits The typical pay range for this position is $18.50 - $38.82 per hour, depending on experience, education, geography, and other relevant factors. arenaflex offers a comprehensive benefits package, including medical, dental, and vision benefits, a 401(k) retirement savings plan, an Employee Stock Purchase Plan, and fully paid term life insurance. Additionally, employees enjoy numerous well-being programs, education assistance, free development courses, a store discount, and discount programs with participating partners. Paid Time Off (PTO), vacation pay, and paid holidays are also provided, consistent with relevant state law and company policies. Career Growth and Learning Opportunities At arenaflex, we are committed to the growth and development of our employees. As a Quality Consultant, you will have access to ongoing training and development opportunities, designed to enhance your skills and knowledge in customer service, quality assurance, and leadership. Our fast-paced and dynamic environment provides a unique platform for professional growth, with opportunities to take on new challenges and contribute to the evolution of our customer care services. Work Environment and Company Culture arenaflex prides itself on a work environment that is inclusive, supportive, and empowering. Our company culture is built on the principles of heart, innovation, and customer-centricity, fostering a sense of community and shared purpose among our employees. As a remote worker, you will be an integral part of our team, connected through virtual platforms and collaborative tools that facilitate communication, feedback, and teamwork. Conclusion and Call to Action If you are a motivated and customer-focused individual with a passion for quality and excellence, we invite you to join the arenaflex team as a Quality Consultant for Retail Customer Care. This remote opportunity offers the chance to make a meaningful impact on customer experience, drive business excellence, and grow professionally in a dynamic and supportive environment. Apply now to embark on this exciting journey with arenaflex and discover a career that brings heart to every moment of our customers' health journeys. Apply for this job