We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.
Position Summary
Supervisor, Training & Quality Operations is a strategic leadership role responsible for strengthening the RX Records team through effective training, quality assurance, colleague development, and operational readiness programs. This position partners closely with operational leadership to ensure the department is prepared to meet business needs while maintaining high standards for quality, compliance, productivity, and performance.
The role is responsible for establishing training and quality strategies, monitoring performance metrics, developing operational standards, identifying process improvement opportunities, and ensuring initiatives align with departmental and organizational goals. This position serves as a key resource for driving continuous improvement, enhancing colleague readiness, and supporting a culture of learning, accountability, and operational excellence. While accountable for training effectiveness and quality outcomes, this role works in partnership with operational leaders to ensure successful implementation and sustained performance across the department. This role also provides leadership and direction for Workforce Operations through oversight of the Workforce Supervisor and related programs. The position is responsible for setting strategy, monitoring performance, developing operational standards, identifying improvement opportunities, and ensuring workforce initiatives align with departmental and organizational goals. While this role is accountable for workforce effectiveness and operational readiness, it does not manage the daily execution of workforce administration, scheduling, queue management, or attendance activities. Those responsibilities remain with operational leadership and workforce support teams.
Key Responsibilities
Training & Development
- Lead the design, implementation, and continuous improvement of onboarding, training, and colleague readiness programs.
- Develop and execute training strategies that align with operational objectives, business priorities, and long-term organizational needs.
- Ensure training materials, job aids, workflows, and operational documentation are accurate, current, and support operational excellence.
- Oversee ongoing learning initiatives that enhance colleague knowledge, skills, and professional growth.
- Partner with operational leadership to identify development opportunities, knowledge gaps, and succession planning needs.
- Evaluate training effectiveness through performance metrics, feedback, and operational outcomes, implementing improvements as needed.
Quality Assurance & Compliance
- Establish and maintain the overall quality strategy for RX Records to promote consistency, accuracy, and compliance.
- Oversee quality monitoring programs across requests, calls, workflows, and key operational processes.
- Analyze quality and performance trends to identify opportunities that enhance customer experience, operational effectiveness, and regulatory compliance.
- Translate quality insights into targeted coaching, training enhancements, and process improvement initiatives.
- Collaborate with leadership to identify, assess, and mitigate operational and compliance risks.
- Develop quality standards, reporting frameworks, and governance practices that support departmental and organizational objectives.
Operational Readiness & Colleague Development
- Partner with leadership to strengthen colleague performance, engagement, and overall operational readiness.
- Provide recommendations and guidance based on quality findings, training outcomes, and operational observations.
- Lead cross-training and knowledge-sharing initiatives that improve flexibility, business continuity, and team effectiveness.
- Support leadership development and succession planning efforts to build future talent within RX Records.
- Promote standardized processes, consistent workflows, and a high-quality customer experience across all areas of the operation.
Continuous Improvement & Strategic Initiatives
- Lead initiatives that enhance training effectiveness, quality outcomes, process efficiency, and overall operational performance.
- Utilize operational insights, performance data, and quality findings to drive improvements in training programs, workflows, and operational standards.
- Support the successful implementation and adoption of new processes, technologies, tools, and business enhancements.
- Foster a culture of continuous improvement, accountability, learning, and operational excellence throughout the department.
- Partner with stakeholders to identify opportunities that improve service delivery, compliance, and organizational effectiveness.
Required Qualifications
- 2+ years of experience leading and facilitating training programs.
- Quality Assurance (QA) experience, including auditing, monitoring, and process improvement.
- Demonstrated ability to work cooperatively and effectively with individuals at all levels while maintaining flexibility in a fast-paced and changing environment.
- Must live within 50 miles of Cumberland RI
Preferred Qualifications
- Demonstrated leadership and mentorship abilities.
- Strong ability to learn new processes and adapt quickly to changing priorities.
- Ability to work effectively in a collaborative team environment.
- Excellent multitasking and organizational skills.
- Strong communication and interpersonal skills.
- Experience utilizing Microsoft 365 applications, including Outlook, Teams, PowerPoint, Excel, and Word, with a demonstrated ability to leverage AI-powered tools to improve productivity, streamline workflows, and support business objectives.
- Bachelor's Degree preferred
Education
High School Diploma or Equivalent
Anticipated Weekly Hours
40Time Type
Full timePay Range
The typical pay range for this role is:
$46,988.00 - $112,200.00This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.
Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.
Great benefits for great people
We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.
Additional details about available benefits are provided during the application process and on Benefits Moments.
Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.
More Information
Application Details
- Organization Details9005 CVS Pharmacy, Inc.
Recommended Comments
There are no comments to display.
Join the conversation
You are posting as a guest. If you have an account, sign in now to post with your account.
Note: Your post will require moderator approval before it will be visible.