Contact Center Quality Assurance Manager

7 days ago


Northbrook, Illinois, United States USA Clinics Group Full time
Job Summary

We are seeking a highly skilled Quality Assurance Specialist to join our Contact Center Support Team at USA Clinics Group. As a key member of our team, you will be responsible for ensuring the delivery of exceptional customer experiences through quality evaluations, coaching, and training.

Key Responsibilities
  • Quality Evaluations: Conduct thorough and timely quality evaluations to assess customer interactions and identify areas for improvement.
  • Coaching and Training: Deliver coaching sessions and training programs to help team members improve their performance and meet quality standards.
  • Quality Scorecards: Complete and maintain accurate quality scorecards to track team performance and identify trends.
  • Process Improvement: Collaborate with leadership and cross-functional teams to identify opportunities for process improvement and implement changes to enhance customer experience.
  • Reporting and Analysis: Analyze quality data and performance metrics to identify trends and areas for improvement, and provide recommendations for process enhancements.
Requirements
  • Strong Communication Skills: Ability to articulate feedback clearly and professionally to team members.
  • Analytical Skills: Ability to analyze call data and performance metrics to identify trends and areas for improvement.
  • Process Knowledge: Understanding of call center workflows, metrics, and best practices.
  • Time Management: Ability to manage multiple tasks and prioritize effectively, often handling numerous assessments and reports.
What We Offer
  • Competitive Salary
  • Comprehensive Benefits Package
  • Opportunities for Professional Growth and Development


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