supervisor, performance monitoring - Night ShiftCardinal Health

Job Description
What Performance Monitoring contributes to Cardinal Health
Customer Service is responsible for establishing, maintaining and enhancing customer business through contract administration, customer orders, and problem resolution.
Performance Monitoring is responsible for monitoring, analyzing and reviewing customer contact quality.
The Performance Monitoring Supervisor (QA) is responsible for:
implementing and ensuring compliance to quality standards across Customer Service.
entails working closely with the training, operations and process improvement teams locally and overseas.
empowering the team to deliver exceptional service both to internal and external customers
demonstrating the Cardinal Health Leadership Essentials and Values to reinforce knowledge and behaviors among team members
Qualifications
BA, BS or equivalent experience in related field
Minimum of 5 years of experience in a Quality role in a BPO/shared service setting
Minimum of 2 years experience in managing direct reports (QA)
Minimum of 1 year expereince in reports and analytics
Strong communication skills
Strong stakeholder management skills
Experience with Verint, preferred
Involvement in start up programs, preferred
Willing to work US hours
.. Employees have to be in a P2/P3/M1 role for a minimum of 1 year to be eligible to apply for this position. Quality experience is required.
What is expected of you and others at this level
Manages department operations and supervises professional employees and/or business support staff on projects of moderate scope and complexity
Participates in the development of policies and procedures to achieve specific goals
Ensures employees operate within guidelines
Decisions have a short term impact on work processes, outcomes, and customers
Interacts with subordinates, peer customers and suppliers at various management levels, may also interact with senior management
Interactions normally involve resolution of issues related to operations and/or projects
Gains consensus from various parties involved
Candidates who are back-to-work, people with disabilities, without a college degree, and Veterans are encouraged to apply.
Cardinal Health supports an inclusive workplace that values diversity of thought, experience and background. We celebrate the power of our differences to create better solutions for our customers by ensuring employees can be their authentic selves each day. Cardinal Health is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, ancestry, age, physical or mental disability, sex, sexual orientation, gender identity/expression, pregnancy, veteran status, marital status, creed, status with regard to public assistance, genetic status or any other status protected by federal, state or local law.