Job details

Quality Assurance - Contact Center

You will be part of the Contact Center support operations team that will work closely with internal stakeholders to drive quality and execution of targets, including but limited to script adherence and optimization. Through live contact evaluation you will help ensure we are delivering the highest level possible in care and customer experience to our patients. One must be comfortable in providing both real-time and post interaction feedback that will deliver results while using findings to pro-activity drive and enact change.

This position works onsite in our Northbrook, IL corporate office as you will be collaborating with Senior Leadership and cross functional team.

Responsibilities:

Responsible for monitoring and evaluating multichannel staff members on the quality and process of work performed as measured against standards.
Assist with the development, analysis and distribution of recaps, findings and summaries.
Remain proficient and up-to-date on contact center policies and procedures for all operations
If needed, assist in developing new procedures, and update existing procedures when changes occur.
Assist in the production and update of staff resource materials including quick reference guide, matrices, charts, and workflows.
Conduct live agent monitoring activities, while providing live in the moment coaching for quality assurance purposes.
Meet all standards established for this position (including but not limited) exceeding Agent quality and KPI metrics.
Monitor and report on agent activity, schedule adherence, and productivity while reporting daily, weekly and monthly findings.
Team Player - Ensure Contact Center tasks are up to date while reaching out to task owners for updates as needed.
Research, analyze, identify, and evaluate data from assigned tasks to evaluate existing and potential trends and issues while recapping for leadership.
Perform other duties as may be assigned by leadership.

1+ year Quality/Contact Center experience (Leadership, Training or QA) required.
Intermediate MS Excel & PowerPoint skills desired.
Must be comfortable providing feedback in real time and post interaction, preferably in a Sales environment.
Highly attentive to detail and self-starter.
Communicate findings and information in a clear and accurate way with internal & external contacts.
(Preferred Qualifications) Bilingual Spanish and / or Russian

Medical, Dental, and Vision insurance plans
401k with company match
Great growth opportunities!

Average salary estimate

$60000 / YEARLY (est.)

min

max

$50000K

$70000K

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What You Should Know About Quality Assurance - Contact Center, USA Clinics Group

Join our amazing team as a Quality Assurance professional for the Contact Center at our Northbrook, IL corporate office! Here, you'll dive into the heart of our support operations, collaborating closely with internal stakeholders to elevate the quality of our services. Your mission will involve monitoring and evaluating the work of our multichannel staff members to ensure their performance meets our exacting standards. Providing real-time and post-interaction feedback, you’ll play a crucial role in enhancing the customer experience for our patients. If you're a proactive problem-solver with at least a year of QA, leadership or training experience within a contact center, this is your chance to shine. You'll also assist in developing insightful analyses and summaries that guide our internal teams toward success. We’re looking for someone detail-oriented and self-motivated, who can easily communicate findings with both internal and external contacts. Proficiency in MS Excel and PowerPoint will definitely help you thrive in this role. Plus, if you speak Spanish or Russian, even better! Ready to help us establish a culture of excellence in our Contact Center? Join us, and grow your career with outstanding benefits like medical, dental, and vision insurance, a 401k plan with company match, and incredible opportunities for development.

Frequently Asked Questions (FAQs) for Quality Assurance - Contact Center Role at USA Clinics Group

What are the main responsibilities of a Quality Assurance - Contact Center at this company?

As a Quality Assurance professional in the Contact Center at our company, your main responsibilities include monitoring and evaluating staff performance against established quality standards, providing real-time coaching, and assisting in the development of reports and analyses. You will also help create training materials and contribute to the evolution of our contact center policies.