Supervisor of Training & Quality Operations

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.

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.

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,