Quality Manager- Pharmacy

QUALITY MANAGER

The Quality Manager is responsible for overseeing quality operations, pharmacy vendor relationships, service level management, operational quality initiatives, and departmental process improvement efforts across the organization. This role focuses heavily on pharmacy fulfillment partner oversight, quality governance, root‑cause analysis, escalation management, SOP development, KPI analysis, and operational collaboration between departments. The Quality Manager serves as a key leadership resource for identifying operational risks, improving pharmacy partner performance, and ensuring consistency in product and service quality standards.

RESPONSIBILITIES

Pharmacy Vendor & Service Level Management Build and maintain strong relationships with pharmacy fulfillment partners and vendors Monitor pharmacy partner performance, delays, turnaround times, product consistency, and operational reliability Lead escalation management related to pharmacy quality concerns and operational service issues Conduct regular vendor performance reviews and fulfiller meetings Ensure timely communication regarding product availability changes, delayed orders, service disruptions, and fulfillment concerns Quality Governance & Process Improvement Identify operational gaps, workflow inefficiencies, and recurring quality concerns Develop, implement, and maintain SOPs and quality workflows Conduct root‑cause and cause‑and‑effect analysis related to operational issues and quality trends Develop corrective action plans and process improvement initiatives Monitor consistency of service and product quality across pharmacy partners KPI & Operational Analysis Monitor departmental KPIs and quality performance metrics Analyze operational trends and identify improvement opportunities Collaborate with leadership regarding KPI failures and operational risks Provide reporting and operational insights to leadership teams Leadership & Cross‑Department Collaboration Provide direct leadership, coaching, and operational oversight to the Quality Supervisor to ensure consistent departmental performance, accountability, and execution of quality workflows Collaborate with Operations, Lifecycle, Training, Sales, and Leadership teams on operational initiatives Lead or participate in quality‑focused operational meetings Present Quality Department updates during Operations and Lifecycle meetings Coordinate operational quality initiatives across departments Meetings & Governance Ensure timely execution of weekly Quality Meetings, monthly QRE Meetings, and monthly Pharmacy/Fulfiller Meetings Prepare operational updates, trends, and quality reporting for leadership meetings Training & Department Development Coordinate advanced training initiatives related to quality workflows and operational changes Support departmental growth, process standardization, and operational scalability

QUALIFICATIONS

5+ years of experience in a customer service or contact center environment, preferably in a high‑volume setting 5+ years of leadership, mentoring, or coaching experience required, with demonstrated ability to support team performance Leadership experience in healthcare operations, pharmacy operations, quality assurance, or related fields preferred Strong analytical, communication, and organizational skills Experience with operational workflows, vendor management, and KPI analysis preferred Ability to manage multiple operational priorities in a fast‑paced environment Experience with ETHIC, Dialpad, Microsoft Teams, and related systems preferred

BENEFITS

Health, Dental, and Vision Insurance 401(k) with company matching Paid Time Off & Holidays Flexible Spending Account Employer‑Paid Life Insurance Training & Development Programs

WORK ENVIRONMENT

Job Type: Full‑Time Exempt position On site #J-18808-Ljbffr JobRx, Inc.