Customer Service Quality Assurance Lead

Empower Pharmacy; Houston (TX); Hybrid; USD 40,000 - 80,000; Full time

Job summary

Join a visionary healthcare company as a Customer Service Quality Assurance Lead, where you will ensure exceptional customer experiences through quality improvements and team mentorship. In this dynamic role, you will analyze customer feedback, manage conflicts, and collaborate with various departments to uphold high service standards. Empower Pharmacy values innovation and quality, providing a supportive environment for professional growth. Be part of a mission-driven team that is revolutionizing healthcare and making a real difference in patients' lives.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Paid Time Off

401(k) Matching

Wellness Perks

IV Therapy

Compounded Medications

Qualifications

• 2+ years of QA experience in a call center or customer service environment.
• Proficiency in Microsoft Office and call center systems.

Responsibilities

• Conduct performance assessments and analyze customer satisfaction data.
• Lead Quality Assurance Representatives and ensure timely completion of reports.

Skills

Call Center Systems

Quality Management Tools

Microsoft Office

Customer Relationship Management

Education

High School Diploma or Equivalent

Tools

Playvox

Talkdesk

Observe.ai

Five-9

Job description

Location: Hybrid - Houston, Texas, United States

Posted: May 5, 2025

Job Type: Full Time

Req# 4265

Customer Service

Company Overview

Empower is a visionary healthcare company committed to providing quality, affordable medication to millions of patients across the nation. We hold the distinguished position of being the largest 503A compounding pharmacy and FDA-registered 503B outsourcing facility in the country serving the functional medicine markets.

What sets us apart is our relentless focus on four core values: People, Quality, Service and Innovation. Our dedicated team of professionals collaboratively works to break new ground in the fields of manufacturing, distribution and quality control, providing a uniquely integrated approach to healthcare. Leveraging our vertical integration of the pharmaceutical supply chain, state-of-the-art technology, and a commitment to excellence, we are constantly pushing the boundaries of what is possible in medication accessibility and affordability.

You're not just starting a job; you're joining a mission. We believe in empowering our team to innovate, grow, and drive real change in the healthcare industry. If you're a forward-thinker who thrives in a fast-paced, transformative environment, Empower is the place for you. Here, you’ll be encouraged to share your ideas, expand your skill set, and contribute to projects that genuinely make a difference. We prioritize the well-being of our team members, and we offer a supportive and engaging workplace where your contributions are not just recognized but celebrated.

Let’s revolutionize healthcare, together. Join us and be a part of something extraordinary.

Position Summary

The Customer Service Quality Assurance (QA) Lead ensures exceptional customer experiences by driving quality improvements, mentoring teams, and maintaining Empower Pharmacy’s high standards across all service channels.

Duties and Responsibilities

• Conducts performance assessments of customer-facing teams, analyzes Net Promoter Score (NPS) and Customer Satisfaction (CSAT) data, and recommends process improvements to enhance customer experiences.
• Leads Quality Assurance Representatives in executing projects, assigns tasks, and ensures timely completion of reports while maintaining company quality standards.
• Provides constructive feedback, mentorship, and recognition to team members, fostering accountability and collaboration across departments.
• Manages customer conflicts and escalations professionally, offering timely updates on operations and performance metrics to leadership.
• Participates in calibration sessions, stays current with industry regulations, and identifies opportunities to improve quality assurance processes and customer interactions.

While performing the responsibilities of the job, the employee is required to talk and hear. The employee is often required to remain in a stationary position for a significant amount of the workday and frequently use their hands and fingers to handle or feel in order to access, input, and retrieve information from the computer and other office productivity devices. The employee is regularly required to move about the office and around the corporate campus. The employee is regularly required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

Knowledge and Skills

• Requires experience with call center systems such as Quality Management tools (Playvox, Talkdesk, Observe.ai, Five-9) and a proven record in executing successful quality assurance programs.
• Proficiency in Microsoft Office, including Excel, Word, PowerPoint, Outlook, and executive-level reporting, is essential.

Key Competencies

• Customer Focus: Ability to build strong customer relationships and deliver customer centric solutions.
• Optimizes Work Processes: Know the most effective and efficient processes to get things done, with a focus on continuous improvement.
• Collaborates: Builds partnerships and works collaboratively with others to meet shared objectives.
• Resourcefulness: Secures and deploys resources effectively and efficiently.
• Manages Complexity: Makes sense of complex, high quality, and sometimes contradictory information to effectively solve problems.
• Ensures Accountability: Holds self and others accountable to meet commitments and objectives.
• Situational Adaptability: Adapts approach and demeanor in real time to match shifting demands of different situations.
• Communicates Effectively: Develops and delivers multi-mode communications that convey a clear understanding of the unique needs of different audiences.

Values

• People: Our people define who we are as a company, and we believe that understanding and addressing the needs of our team, clients, and community is fundamental to fostering a culture of support and growth.
• Quality: Quality stands at the core of our mission, reflecting our commitment to excellence in every medication we produce.
• Service: We are here to serve others. Every interaction with our patients, providers, employees and other stakeholders comes from a place of service.
• Innovation: By continuously exploring new methodologies and embracing technology, we ensure that every solution we offer is at the forefront of pharmaceutical care.

Experience and Qualifications

• Minimum of 2 years of QA experience in a call center or customer service environment required.
• High school diploma or equivalent required

Employee Benefits, Health, and Wellness

We offer comprehensive benefits to support your health, well-being, and future, including medical, dental, and vision coverage, paid time off, 401(k) matching, wellness perks, IV therapy, and compounded medications. Learn more: https://careers.empowerpharmacy.com/benefits/ - Link Opens in New Tab