Supervisor, Customer Service QA

Empower Pharmacy; United States; Remote; USD 70,000 - 90,000; Full time

Job summary

A leading healthcare company is seeking a Supervisor for Customer Service Quality Assurance. This role focuses on ensuring high-quality customer interactions and compliance while leading a dedicated QA team. Join a mission-driven organization committed to innovation and excellence in medication accessibility.

Benefits

Medical coverage

Dental coverage

Vision coverage

Paid time off

401(k) matching

Wellness perks

IV therapy

Compounded medications

Qualifications

• Minimum 3 years of QA experience and 1 year supervisory experience.
• High school diploma required; Associate degree preferred.

Responsibilities

• Leads QA team, supervises representatives, and provides feedback.
• Monitors team performance, ensuring compliance with quality standards.
• Oversees onboarding and training for team members.

Skills

Leadership

Collaboration

Customer Focus

Resourcefulness

Communication

Education

High school diploma

Associate degree

Tools

Microsoft Office Suite

Playvox

Talkdesk

Observe.ai

Five-9

Job description

Location: Remote - (United States), United States

Posted: May 9, 2025

Job Type: Full Time

Req# 4305

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 Supervisor, Customer Service Quality Assurance (QA) ensures high-quality customer interactions, compliance, and service improvements. This role supports Empower’s mission to deliver affordable, high-quality medications that improve lives.

Duties and Responsibilities

• Leads the QA team by supervising representatives, distributing workloads, and providing constructive feedback and recognition to ensure high performance.
• Collaborates with the QA Manager to evaluate staffing needs, participate in hiring processes, and develop strategies to improve service quality and reduce customer complaints.
• Monitors and evaluates team performance, ensuring consistent communication, adherence to company quality standards, and compliance with industry regulations.
• Oversees onboarding and ongoing training for team members, fostering a collaborative environment that promotes professional growth and knowledge sharing.
• Handles escalations and conflicts professionally, creates and updates performance reports, and partners with leadership to provide operational updates and achieve team objectives.

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

• Demonstrates strong leadership and collaboration skills with a proven ability to develop and execute effective quality assurance programs.
• Proficient in Microsoft Office Suite (Word, Excel, Outlook) and experienced with call center quality management systems such as Playvox, Talkdesk, Observe.ai, or Five-9.

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

• Requires a minimum of 3 years of QA experience and at least 1 year of supervisory experience in a call center or pharmacy operations.
• High school diploma or equivalent required; Associate degree preferred.

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