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.
This role owns the delivery of accurate, actionable performance insights and ensures those insights result in specific coaching actions, enforced performance standards, and measurable improvement across the contact center. In addition, this position serves as the single point of accountability for quality visibility, performance enforcement, and readiness execution, partnering with leadership and cross-functional teams to ensure the contact center is prepared, compliant, and consistently performing to standard.
This role is also accountable for ensuring performance strategies, quality frameworks, and operational improvements are aligned to both business outcomes and overall member and employee experience, driving sustainable adoption, usability, and long-term performance improvement.
Essential Job Responsibilities Include:
Quality Assurance (Primary Accountability)
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, ensuring alignment to both policy adherence and overall customer experience impact
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, including member and employee experience trends.
Ensure QA findings result in defined coaching actions, assigned ownership, and tracked improvement outcomes that support sustainable behavior change
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
Evaluate, select, and implement QA tools, automation, and reporting enhancements to improve effectiveness and efficiency
Staff Performance Management (Governance & Enforcement)
Own tracking, reporting, and enforcement of key agent performance drivers
Identify performance failures and provide specific directive guidance to Team Leads on required corrective actions aligned to business outcomes and experience impact
Ensure performance standards are consistently enforced across all teams without exception
Translate QA and operational data into clear performance expectations that are actionable, sustainable, and aligned to both member and employee experience.
Ensure coaching actions and performance expectations support long term behavior change, not short-term compliance
Escalate ongoing performance failures and ensure timely resolution through coaching or corrective action processes
Ensure performance expectations and operational changes are not only enforced, but also effectively adopted and executed across teams
Define success as performance improvements that are sustainable, well adopted, and positively impacting both team effectiveness and member experience
Release Readiness (End-to-End Ownership)
Own and be accountable for contact center readiness for major releases (e.g., 1/1 and 7/1 implementations)
Govern and drive completion of all readiness inputs, including:
Benefits (GIS/PBC)
Formularies
Coverage rules and alerts
Ensure all required information is accurate, complete, validated, and accessible to frontline teams prior to go-live
Validate that all readiness materials, tools, processes, and communications are clear, actionable, and executable for frontline teams
Partner with Training, Operations, and Product to ensure alignment of systems, materials, and communication
Maintain and publish readiness status, identified risks, and required actions, ensuring all gaps are resolved before launch
Capability Development & Project Support
Own and maintain operational improvement roadmaps across People, Process, and Technology
Evaluate the operational and employee experience impact of new processes, tools, and changes to ensure usability and successful adoption
Lead or support requirements definition, testing, and validation for new tools and process changes
Act as the primary business SME for contact center needs during technology and process initiatives
Ensure all new capabilities are usable, adopted, and deliver measurable impact to quality, performance, or efficiency
Validate outcomes post-implementation and hold owners accountable for delivering expected results
Synthesize and communicate frontline and member experience insights to inform leadership decisions and continuous improvement
Required Skills / Experience:
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
Based on relevant market data and other factors, the anticipated hiring range for this role is $56 ,800 to $71 ,000 annually. Final compensation rates will be determined based on various factors, including but not limited to experience, skills, knowledge, and internal equity considerations. This role is also short-term incentive eligible. Incentive amounts will vary by individual and business goals.
We are committed to fair and equitable compensation practices. The final salary offered to the selected candidate may vary from the posted range due to individual qualifications. Our goal is to ensure that all teammates are compensated fairly and competitively based on their contributions to our organization.
RxBenefits is also committed to providing best in class benefits to our teammates. We offer a robust total rewards package that includes:
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
RxBenefits provides equal opportunities for everyone who works for us and everyone who applies to join our team, without regard to sex or gender, gender identity, gender expression, age, race, religious creed, color, national origin, ancestry, pregnancy, physical or mental disability, medical condition, genetic information, marital status, sexual orientation, any service, past, present, or future, in the uniformed services of the United States (military or veteran status), or any other consideration protected by federal, state, or local law.
