USA Clinics Group is hiring a Bilingual Call Center Quality Assurance Specialist to join our Call Center Support Team. In this role, you will work closely with internal stakeholders and team members to ensure the delivery of an exceptional customer experience. You will conduct call quality evaluations, help define standards, and drive performance improvements across the team.
What You'll Do
- Complete and deliver quality evaluations in a timely fashion while monitoring for script adherence and KPIs.
- Maintain team member performance scorecards.
- Deliver and help prepare weekly and monthly training sessions and huddles.
- Organize quality audits and identify necessary training, coaching frameworks, and actions.
- Define quality standards for inbound, outbound, and automated communications as part of the leadership team.
- Conduct regular reviews and daily live monitoring to identify knowledge gaps and team trends, recommending new training or up-training.
- Support call center peak times to maintain process and proficiency knowledge.
- Develop the assessment program, scoring cadence, and coaching and development life cycle.
- Work one weekend every three weeks to complete evaluations and support operations.
- Successfully complete Patient Scheduling Coordinator training upon hire and spend a small portion of time weekly on the phones and/or testing new initiatives.
What We're Looking For
- 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.
- Proficiency in Microsoft Office Suite, including basic Excel for KPI tracking.
- Fluency in English & Spanish or English & Russian is required.
Technical Stack
- Microsoft Office Suite, Excel
Team & Environment
You will be part of the Call Center Support Team and a member of the leadership team, collaborating closely with internal stakeholders and vendors.
Benefits & Compensation
- Compensation: $20-$23/hr based on experience and qualifications.
- Medical, Dental, and Vision coverage
- Paid Time Off (PTO)
- 401k with employer match
Work Mode
This is an onsite position located in Northbrook, IL.
USA Clinics Group is an equal opportunity employer.
