What are the responsibilities and job description for the Manager of Quality & Service Excellence position at FREEDOM CARE , LLC?
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 :
Ideal Candidate Will Possess :
Nice-to-Haves :
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
Salary : $110,000 - $130,000
