Job details

Call Center QA Supervisor

As a QA Supervisor 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.

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.

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.

Medical
Dental
Vision
PTO
401k with match

Average salary estimate

$70000 / YEARLY (est.)

min

max

$60000K

$80000K

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What You Should Know About Call Center QA Supervisor, USA Clinics Group

Welcome to your next career adventure as a Call Center QA Supervisor at our vibrant Northbrook, IL corporate office! In this dynamic role, you will be an essential part of our Call Center Support Team, working hand-in-hand with internal stakeholders, vendors, and your amazing team. Your mission? To ensure each customer interaction is not just satisfactory but exceptional! You’ll be conducting random and targeted call quality evaluations to guarantee we’re not only meeting but exceeding the high-quality standards and sales goals set for our multi-channel operations. Reporting on quality findings is key, as you’ll be delivering engaging coaching sessions and updating quality scorecards to reflect our ongoing improvement efforts. Collaborating with leadership and cross-functional teams is a big part of the job, allowing you to make a real impact. Expect to take charge of quality audits, identify training needs, and support your fellow team members as you help define the standards for inbound, outbound, and automated calls. With a holistic view, you will analyze call data and performance metrics to pinpoint trends and recommend enhancements. Your knack for clear and professional feedback will empower our agents to excel. Plus, to keep things interesting, you might step in during peak call times and participate in vital training sessions. If you’re ready to embrace this challenge and make a difference in our call center operations, we can’t wait to hear from you!

Frequently Asked Questions (FAQs) for Call Center QA Supervisor Role at USA Clinics Group

What are the main responsibilities of a Call Center QA Supervisor at the company?

As a Call Center QA Supervisor at our company, your primary responsibilities include conducting assessments of call quality, delivering effective feedback to agents, and ensuring adherence to quality standards and KPIs. You will also prepare and deliver calls and evaluations on a timely basis, organize quality audits, and identify training needs to enhance overall performance. This role is pivotal in shaping the customer experience and maintaining high service delivery standards.