The Supervisor, Customer Care Quality is responsible for all aspects of Insulet’s Customer Care Quality Program, including oversight of vendor quality measures and processes to ensure adherence to requirements outlined in the Statement of Work agreement with vendor(s).

• This position has responsibility primarily for Product Support Specialist performance measurement, evaluation, coaching and reporting relative to call handling and documentation accuracy. This applies to both Insulet and vendor(s) employed Customer Care representatives, both Product Support Specialists and Customer Relationship Specialists (Intake).
• The Supervisor will interface with QARA and assist with structured development of documentation requirements.
• This position will maintain, update and create evaluation tools at both Insulet and vendor locations. These tools include documents, systems (intelligent monitoring) and reports.
• The Supervisor will lead regular calibration sessions with the vendor(s) to ensure quality standards are measured consistently, of required frequency and most importantly, are effective in driving performance quality.
• The Supervisor will provide objective, measurable performance input to be used in determination of bonus achievement.
• This role acts as an objective source for performance assessment pertaining to identified quality requirements and will interface frequently with Product Support, Intake, Reimbursement and
• Reorder team leads, supervisors and managers.
• This position provides identification and trending of performance gaps to be utilized in development of coaching and training for both Insulet and vendor teams.