Contact Center QA Specialist (Onsite) Job at USA Clinics Group, Northbrook, IL

bEhoU1dkKzVsL2NKN1pnMkNmVDMvdElCRGc9PQ==
  • USA Clinics Group
  • Northbrook, IL

Job Description

As a QA Specialist you will be part of the Contact Center Support Team, working closely with internal stakeholders, vendors, and team members to help ensure the delivery of an unparalleled experience. You will ensure customer interactions are delivered in the most effective manner through random and targeted team member call quality evaluations. You will be responsible for ensuring high quality standards (and sales goals) are exceeded across multiple channels. You will report on quality findings, delivering coaching sessions and update quality score cards (as needed). You will be collaborating with Leadership and cross functional teams.

This position is onsite in our Northbrook, IL corporate office. Remote work is not an option.

  • Ensure quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPI’s.
  • Complete team member (quality) performance scorecard.
  • Deliver (and help prepare) weekly/monthly training and huddles.
  • Organize quality audits while identifying training and coaching framework and actions.
  • Support leadership with defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceeded.
  • Conduct regular reviews to identify knowledge gaps and wider team trends while recommending new or up-training.
  • May be called upon to support call center peak times to maintain process & proficiency knowledge.
  • Develop assessment program, scoring cadence, coaching and development life cycle.
  • May be required to work one weekend every three weeks to complete evaluations and support operations.
  • Upon hire, the candidate will need to successfully complete Patient Scheduling Coordinator Training. To ensure QA Specialist remains proficient in processes, you may be required to spend a small portion of time monthly on the phones and/or testing new initiatives prior to launch.

Requirements

  • Ability to meticulously review and assess call quality, identifying areas for improvement.
  • Proficiency in articulating feedback clearly and professionally to call center agents.
  • Ability to analyze call data and performance metrics to identify trends and areas for improvement.
  • Understanding of call center workflows, metrics, and best practices.
  • Ability to manage multiple tasks and prioritize effectively, often handling numerous assessments and reports.
  • Experience in providing constructive feedback and training agents to improve performance.

Benefits

  • Medical
  • Dental
  • Vision
  • PTO
  • 401k with match

Job Tags

Full time, Weekend work,

Similar Jobs

Onin Staffing

Manual CNC Machinist Job at Onin Staffing

 ...Blueprints Like a Pro: Decode complex technical drawings to plan machining operations and meet exact specifications.Set Up for Success:...  ...: Collaborate in a manufacturing facility or machine shop buzzing with opportunity.Noise and Motion: Be ready for some... 

General Dynamics Information Technology

Research Assistant - Molecular Biology Job at General Dynamics Information Technology

 ...Required: NACLC (T3) Job Family: Research Job Qualifications: Skills:...  ...Microbiology, Researching Certifications: Experience: 1 + years of related experience US...  ...Health team is hiring a Research Assistant - Molecular Biology to join our team in... 

ProSeal Inc

Dump Truck Drivers Job at ProSeal Inc

 ...Overtime required in the summer months Locally Owned and Operated Asphalt Company looking to hire top talent. Looking for a Dump Truck Driver to work long hours this summer! Overtime is a must for F/T employees - working upward of 50-60hours per week at the seasons... 

Morton Community Bank

Corporate BSA/AML Analyst Job at Morton Community Bank

 ...compliance. Position Overview Requires 0-2 years experience in BSA or in related area of banking; Knowledge of commonly-used...  ...functions. Essential Duties & Responsibilities Assist BSA/AML Officer and Senior BSA Analyst(s) by conducting analysis on transactional... 

Stonewall Kitchen LLC

Warehouse Picker Packer - 2nd shift - Pay starting at $17.60 Job at Stonewall Kitchen LLC

 ...Job Description Job Description Description: The Warehouse Picker Packer is responsible for performing duties on and off the shipping line related to the stocking, picking, packing, confirmation, labeling, fulfillment, and processing of orders. Why join our...