Manager, Quality Assurance

Position Summary...

What you'll do...

This position will oversee patient safety and quality for pharmacy non-store operations, specifically one at Mail Order in Carrollton, TX.

The primary responsibility of this role is to collaborate with various stakeholders within health and wellness, including Compliance, Operations, and Legal, to enhance patient safety and quality of care within the facility.

Working closely with Quality Assurance Specialists, you will be involved in investigating patient safety events, identifying root causes, and developing improvement plans.

Proficiency in Excel and other Microsoft programs is necessary to analyze trends, data, and provide recommendations to leadership.

• Manages consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analyzing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction and reporting feedback to management.

• Manages quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; identifying, developing, and implementing process changes; implementing and evaluating the utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioral gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.

• Manages the communication of findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.

• Manages quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes; identifying areas of opportunity in quality assurance plans; and communicating recommendations to leadership.

• Coordinates, completes, and oversees job-related activities and assignments by developing and maintaining relationships with key stakeholders; supporting plans and initiatives to meet customer and business needs; identifying and communicating goals and objectives; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; and demonstrating adaptability and promoting continuous learning.

• Provides supervision and development opportunities for associates by hiring and training; mentoring; assigning duties; providing recognition; and ensuring diversity awareness.

• Ensures compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by implementing related action plans; utilizing and supporting the Open Door Policy; and providing direction and guidance on applying these in executing business processes and practices.

#LI-KL

Live our Values

Culture Champion

• Models the Walmart values to foster our culture; holds oneself and others accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.

Servant Leadership

• Acts as an altruistic servant leader and is consistently humble, self-aware, honest, and transparent.

Embrace Change

Curiosity & Courage

• Demonstrates curiosity and a growth mindset; fosters an environment that supports learning, innovation, and intelligent risk-taking; and exhibits resilience in the face of setbacks.

Digital Transformation & Change

• Seeks and implements continuous improvements and encourages the team to leverage new digital tools and ways of working.

Deliver for the Customer

Customer Focus

• Delivers expected business results while putting the customer first and consistently applying an omni-merchant mindset and the EDLP and EDLC business models to all plans.

Strategic Thinking

• Adopts a holistic perspective that considers data, analytics, customer insights, and different parts of the business when making plans and shaping the team's strategy.

Focus on our Associates

Diversity, Equity & Inclusion

• Identifies, attracts, and retains diverse and inclusive team members; builds a high-performing team; embraces diversity in all its forms; and actively supports diversity goal programs.

Collaboration & Influence

• Builds strong and trusting relationships with team members and business partners; works collaboratively and cross-functionally to achieve objectives; and communicates with energy and positivity to motivate, influence, and inspire commitment and action.

Talent Management

• Creates a discipline and focus around developing talent, promotes an environment allowing everyone to bring their best selves to work, empowers associates and partners to act in the best interest of the customer and company, and regularly recognizes others' contributions and accomplishments.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor's degree in Business, Communications, Education, Engineering, or related field and 2 years' experience in training, quality, product development, or related area OR 4 years' experience in training, quality, product development, or related area.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Customer Service, Human Resources, Sales, Training and Development, Training and Facilitation

Masters: Business Administration

Primary Location...

1025 W TRINITY MILLS, CARROLLTON, TX 75006-0000, United States of America