Supervisor, Training and Quality

Southern Scripts•Natchitoches, LA

18h•Remote

About The Position

The Training and Quality Supervisor will provide day-to-day leadership and oversight for the Training and Quality functions supporting both the RxCompass and Variable Copay programs. This role will be responsible for ensuring consistent training delivery, quality monitoring, SOP governance, process documentation, and associate readiness across both programs. The Supervisor will oversee Quality Consultants and Training Specialists, support onboarding and continuing education needs, and ensure training and quality processes are aligned with operational expectations, compliance requirements, client needs, and program growth. This role will also support preparation for future seasonal volume, including the development of the training plan for future welcome seasons. The Training and Quality Supervisor is required to perform the following duties and professionally undertake the following responsibilities: Provide day-to-day oversight and guidance to Quality Consultants and Training Specialists Lead and support training delivery for new hires, existing associates, and cross-training initiatives Oversee quality monitoring processes to ensure consistency, accuracy, and alignment with program expectations Partner with Operations, Business Integration, Compliance, and leadership to identify training and quality needs Develop, revise, and maintain SOPs, process documentation, training materials, and knowledge resources Ensure SOPs and training materials remain accurate, current, and aligned with operational workflows Support development and execution of the 2027 welcome season training plan Monitor quality trends and partner with leadership on coaching opportunities, process gaps, and performance improvement needs Support quality calibration efforts to ensure consistent scoring, feedback, and expectations Ensure training and quality standards are consistently applied across RxCompass and Variable Copay teams Support onboarding readiness and ensure associates are prepared before transitioning into production work Identify opportunities to improve training effectiveness, quality outcomes, and operational consistency Track and report training and quality progress, risks, trends, and completion status to leadership Provide support for audit readiness, process reinforcement, and documentation control Maintain confidentiality of sensitive medical information and comply with HIPAA Privacy and Security Rules Abide by all obligations under HIPAA related to Protected Health Information (PHI) Report any suspected HIPAA violations to the Compliance Officer and/or Human Resources Attend and complete all required HIPAA training Job responsibilities may evolve as business needs change

Requirements

Strong leadership and communication skills, training development, and facilitation experience
Quality monitoring and coaching experience
Strong attention to detail and documentation skills
Ability to create, revise, and maintain SOPs, training materials, and process documentation
Ability to identify process gaps and recommend improvements
Strong organizational and time management skills
Ability to prioritize multiple initiatives in a fast-paced environment
Ability to partner effectively with Operations, Business Integration, Compliance, and leadership
Microsoft Office Suite
Problem Solving/Analysis
Thoroughness
Accountability
Change Management
Previous leadership, training, quality, or operational experience
Experience creating or maintaining SOPs, training materials, or processing documentation
Experience supporting healthcare, pharmacy benefit, call centers, operations, or member-facing programs

Nice To Haves

Experience with RxCompass, Variable Copay, pharmacy claims, specialty pharmacy, or PBM operations preferred
Prior experience supervising training, quality, or operational support teams preferred
Familiarity with HIPAA, PHI, quality monitoring, call review, and process documentation preferred
Degree or equivalent experience preferred

Responsibilities

Provide day-to-day oversight and guidance to Quality Consultants and Training Specialists
Lead and support training delivery for new hires, existing associates, and cross-training initiatives
Oversee quality monitoring processes to ensure consistency, accuracy, and alignment with program expectations
Partner with Operations, Business Integration, Compliance, and leadership to identify training and quality needs
Develop, revise, and maintain SOPs, process documentation, training materials, and knowledge resources
Ensure SOPs and training materials remain accurate, current, and aligned with operational workflows
Support development and execution of the 2027 welcome season training plan
Monitor quality trends and partner with leadership on coaching opportunities, process gaps, and performance improvement needs
Support quality calibration efforts to ensure consistent scoring, feedback, and expectations
Ensure training and quality standards are consistently applied across RxCompass and Variable Copay teams
Support onboarding readiness and ensure associates are prepared before transitioning into production work
Identify opportunities to improve training effectiveness, quality outcomes, and operational consistency
Track and report training and quality progress, risks, trends, and completion status to leadership
Provide support for audit readiness, process reinforcement, and documentation control
Maintain confidentiality of sensitive medical information and comply with HIPAA Privacy and Security Rules
Abide by all obligations under HIPAA related to Protected Health Information (PHI)
Report any suspected HIPAA violations to the Compliance Officer and/or Human Resources
Attend and complete all required HIPAA training