Call Center Quality Assurance Specialist

Why USA Clinics Group?Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we've grown into the nation's largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.We're building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we're even more excited about what's ahead, and the team we're building to get there. We look forward to meeting you!Why You'll Love Working with us:🚀 Rapid career advancement          💼 Competitive compensation package🤝 Positive, team-oriented environment  🏥 Work with cutting-ed technology🌟 Make a real impact on patients' lives  📈 Join a fast-growing, mission-driven companyPosition Summary: As a QA Specialist you will be part of the Call 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.Position Details:Location: Northbrook, IL Schedule: Full-time, Monday through Friday, eight-hour shifts from 6:30 AM - 7:00 PM (flexibility required) Bilingual Required: (English & Spanish) Compensation: $23-$25hr based on experience and qualificationsResponsibilities:Ensure quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPI'sComplete team member (quality) performance scorecardDeliver (and help prepare) weekly/monthly training and huddlesOrganize quality audits while identifying training and coaching framework and actionsBe a part of the leadership team; defining quality standards for inbound, outbound, and automated standards to ensure quality and compliance standards are exceededConduct regular reviews and daily live monitoring to identify knowledge gaps and wider team trends while recommending new or up-trainingMay be called upon to support call center peak times to maintain process & proficiency knowledgeDevelop assessment program, scoring cadence, coaching and development life cycleMay be required to work one weekend every three weeks to complete evaluations and support operationsUpon hire, the candidate will need to successfully complete Patient Scheduling Coordinator Training. To ensure QA Specialist remains proficient in processes, you are required to spend a small portion of time weekly on the phones and/or testing new initiatives prior to launchRequirementsAbility to meticulously review and assess call quality, identifying areas for improvementProficiency in articulating feedback clearly and professionally to call center agentsAbility to analyze call data and performance metrics to identify trends and areas for improvementUnderstanding of call center workflows, metrics, and best practicesAbility to manage multiple tasks and prioritize effectively, often handling numerous assessments and reportsExperience in providing constructive feedback and training agents to improve performanceProficiency in Microsoft office suite include basic Excel for KPI trackingFluency in English & Spanish RequiredBenefitsMedicalDentalVisionPTO401k with matchINDM2