Remote Manager of Quality and Service Excellence

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them.We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Manager of Quality & Service Excellence for our Quality & Service team.

This role is remote with potential travel to the FreedomCare hub closest to you for meetings and collaboration.

Position Overview:

As the Manager of Quality & Service Excellence, you will support our team of 400+ customer service professionals to deliver quality service to our customers. You will be laser focused on customer experience gaps and opportunities and provide data driven insights to the business on how we can improve. You will help grow a strong, customer-centered service culture among a rapidly scaling team of professionals across the country in a remote environment.

We expect our customer experience to be consistently exceptional - creating a memorable connection, implementing personalized solutions, and predicting future needs. Our service excellence mindset sets a solid foundation for creating a differentiated customer experience that will continue to evolve to changing product and consumer needs. We strive to be defect-free, and we foster an environment where we learn from our mistakes and look to continuously improve and do better.

This role reports to our Head of Workforce Operations and works closely with our CX and Learning leadership teams. You will design and implement an effective quality approach enabling us to find trends/insights to improve training & process workflows and continue to set a high bar to ensure a consistent high level of customer service for all our customers and partners.

Responsibilities:

• Run point and partner with both a team of offshore resources and our CX leadership team to conduct quality and process improvement functions
• Be a thoughtful partner in the design & implementation of a quality strategy that is hyper compliant and drives an excellent member experience
• Personally execute audits to ensure quality & consistency across all teams and resources
• Generate reports analyzing trends and insights from quality data
• Share recommendations & process improvements that will reduce defects and improve CX
• Partner cross-functionally to gather coaching feedback/insights from other departments and functions to maximize operational efficiency and service
• Work ad hoc projects for quality assurance and training as needed
• Refine and develop knowledge management resources to ensure accuracy and clarity
• Communicate process updates/workflows to the CX and Learning departments
• Partner with product development team to improve tool and process as needed
• Scale our quality approach through technology and/or process improvements (e.g., AI partnership implementation and evolution)

Ideal Candidate Will Possess:

• 3-5+ years of quality assurance or process improvement work within a contact center environment
• Work in a remote environment a plus
• Six sigma experience and certification preferred
• Proven success working with both onshore and offshore resources
• Experience leading process improvements strongly preferred
• Strong written communication skills: you can concisely summarize data and insights, tell a story, and present recommendations
• Comfortable analyzing data using Excel/Google Sheets to build reports, charts, graphs to present performance data, understand trends, and show opportunities for improvement
• Experience with quality assurance tech solutions
• Passion for driving customer service excellence
• Proven organizational, communication, and informal leadership skills

Nice-to-Haves:

• A true operator who will roll up your sleeves and do whatever it takes to get the job done
• Ability to influence change and action without direct authority across teams
• Analytical thinker with a strong grasp of using data to decide cause and effect relationships
• You are passionate about process improvement, service excellence and efficiency, and have an ability to predict and prevent roadblocks
• Experience working in a startup environment: which means being transparent in your work, what’s going well, and what’s not
• Ability to adapt to change quickly and strong ability to problem solve
• Strong communicator who can work with cross-functional stakeholders and drive alignment
• Strong attention to detail, organized and thorough
• A creative thinker with a can-do attitude

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $110,000 and $130,000 per year at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

Salary Range

$110,000—$130,000 USD