Contact Center Quality Assurance Specialist

4 weeks ago


Northbrook, Ohio, United States USA Clinics Group Full time

As a Quality Assurance Specialist, you will be part of the Contact Center Support Team, working closely with internal stakeholders, vendors, and team members to ensure the delivery of exceptional customer experiences.

You will ensure customer interactions are delivered in the most effective manner through random and targeted team member call quality evaluations.

Key responsibilities include:

  • Ensuring high quality standards and sales goals are exceeded across multiple channels
  • Reporting on quality findings and delivering coaching sessions
  • Updating quality scorecards as needed
  • Collaborating with Leadership and cross-functional teams

This position is based in our Northbrook, IL corporate office, and requires on-site work. Ensure quality evaluations are completed and delivered in a timely fashion while monitoring for script adherence and KPIs.

Additional responsibilities include:

  • Completing team member performance scorecards
  • Delivering and preparing weekly/monthly training and huddles
  • Organizing quality audits and identifying training and coaching frameworks
  • Supporting leadership in defining quality standards for inbound, outbound, and automated channels

Requirements:

  • 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

Benefits include medical, dental, vision, PTO, and 401k with match.



  • Northbrook, Ohio, United States USA Clinics Group Full time

    Key Responsibilities:Quality Assurance SpecialistAs a Quality Assurance Specialist in the Contact Center Support Team, you will work closely with internal stakeholders, vendors, and team members to ensure the delivery of an exceptional experience. Your role will involve ensuring customer interactions are delivered in the most effective manner through random...


  • Northbrook, Ohio, United States USA Clinics Group Full time

    Job DescriptionAs a Quality Assurance Specialist at USA Clinics Group, you will be part of the Contact Center Support Team, working closely with internal stakeholders, vendors, and team members to ensure the delivery of an unparalleled customer experience. Your primary responsibility will be to ensure customer interactions are delivered in the most effective...


  • Northbrook, Ohio, United States USA Clinics Group Full time

    Job DescriptionAt USA Clinics Group, we are seeking a skilled Call Center Operations Specialist to join our team. The ideal candidate will have a strong analytical mindset and excellent communication skills.Key ResponsibilitiesAnalyze and Improve MetricsEvaluate and enhance contact center performance and metrics to support internal and offshore...


  • Northbrook, Ohio, United States USA Clinics Group Full time

    USA Clinics Group is seeking an experienced Revenue Cycle Collections Specialist to manage patient delinquent accounts, including sending patients to collections. This role will be responsible for arranging repayment agreements with patients and assisting in other parts of the billing office as needed.Key responsibilities include contacting insurance...


  • Northbrook, Ohio, United States USA Clinics Group Full time

    Job SummaryUSA Clinics Group is seeking a highly skilled Workforce Scheduling Analyst to join our Contact Center support operations team. As a key member of our team, you will work closely with internal stakeholders to drive staffing and scheduling optimization, adherence, and reporting.Key ResponsibilitiesOversee and monitor real-time interaction activity...


  • Northbrook, Ohio, United States The University of Chicago Medicine Full time

    Job Title: Registered Nurse - Urogyn Care NetworkJob Summary:We are seeking a skilled Registered Nurse to join our Urogyn Care Network team. As a Registered Nurse, you will be responsible for providing high-quality patient care, working closely with physicians and staff to coordinate care, and serving as a liaison between patients, staff, and physicians.Key...


  • Northbrook, Ohio, United States USA Clinics Group Full time

    We are seeking a detail-oriented Call Center Workforce Management Coordinator to support our internal and offshore strategies.Key Responsibilities:Analyze and improve contact center performance metrics to drive KPI performance.Source and mine data to support strategic continuous improvement initiatives.Generate and distribute weekly work schedules for call...


  • Northbrook, Ohio, United States Advent Full time

    Unlock Your Potential in Radiologic ImagingAt ADVENT, we're committed to providing exceptional patient care and a rewarding work environment for our team members. As a Radiologic Imaging Specialist, you'll play a vital role in delivering high-quality diagnostic imaging services to our patients.Key Responsibilities:Perform computerized tomography sinus CT...


  • Northbrook, Ohio, United States Symbria Full time

    Job Summary:Symbria is seeking a part-time Occupational Therapist to join our interdisciplinary team at North Shore Place in Northbrook. As an Occupational Therapist, you will establish appropriate goals and execute treatment plans with supervision of Occupational Therapist Assistants. You will maintain productivity standards, complete required...

  • Sales Account Manager

    4 weeks ago


    Northbrook, Ohio, United States UL Full time

    Job SummaryThis role is a 100% remote position requiring 25-50% travel. Candidates must reside in the Northeast US.The Sales Account Manager - Appliance and HVAC Solutions will support the planning of sales strategy and maintain an ongoing plan to prioritize a portfolio of accounts and maintain relationships throughout the year. The ideal candidate will...


  • Northbrook, Ohio, United States NorthShore University HealthSystem Full time

    Job Summary:As a Radiologic Technologist, you will play a vital role in delivering high-quality patient care and diagnostic imaging services. This position requires a strong foundation in radiography, with a focus on producing accurate and detailed images for use by physicians in diagnosing and treating patient illness and/or injury.Key Responsibilities:*...


  • Northbrook, Ohio, United States Leviton Full time

    About Leviton At Leviton, we develop innovative solutions that enhance the functionality and efficiency of everyday spaces. Our team is dedicated to creating products that make a lasting impact.With a rich history of over 115 years, Leviton has established itself as a leader in the electrical industry. We are committed to pushing the boundaries of what is...


  • Northbrook, Ohio, United States Crate&Barrel Full time

    Crate and Barrel is a leading home furnishings retailer with a strong commitment to quality, sustainability, and customer satisfaction. With a team of over 8,000 associates across the U.S. and Canada, we strive to deliver exceptional experiences and drive results through innovation.As a Finance Manager, you will play a critical role in maximizing company...


  • Northbrook, Ohio, United States McCann Window & Exteriors Full time

    Job DetailsWe are seeking a skilled exterior installation technician to join our team at McCann Window & Exteriors.Key ResponsibilitiesPerform window and door installations and removals with attention to detail and quality.Follow McCann standards for quality and safety.Maintain a clean and organized work site.RequirementsMinimum 3 years of experience in...

  • Taxation Specialist

    4 weeks ago


    Northbrook, Ohio, United States KLM Careers Full time

    About the JobThe Tax Manager will be a key player in one of the Chicago area's most progressive accounting firms. This role involves providing quality accounting, auditing, and taxation services to privately held companies and their owners. The ideal candidate will embrace the firm's culture of excellence and collaboration, contributing to our continued...


  • Northbrook, Ohio, United States Getlabs Full time

    About the RoleWe are seeking a highly skilled Mobile Phlebotomist to join our team at Getlabs.As a Mobile Phlebotomist, you will be responsible for visiting patients in their homes or offices, collecting blood samples, and processing them with a centrifuge that plugs into your car.You will work independently with minimal supervision and maintain close...


  • Northbrook, Ohio, United States Renewal Rehab Full time

    Renewal Rehab is a family of therapy companies with over 30 years of industry leading experience. We provide quality rehabilitation services to various facilities throughout the nation. We are looking for a passionate full-time Speech Language Pathologist to join our team. In the same way that you are committed to quality work, we are equally dedicated to...


  • Northbrook, Ohio, United States Healthcare Services Group Full time

    About the RoleWe are seeking a skilled Registered Dietitian Nutritionist to join our team at Healthcare Services Group. As a key member of our clinical nutrition team, you will provide expert nutrition care to patients in long-term care facilities.ResponsibilitiesConduct nutritional assessments and develop personalized nutrition plans for patientsCollaborate...

  • Medical Assistant

    4 weeks ago


    Northbrook, Ohio, United States The University of Chicago Medicine Full time

    Job Description:Be a part of a world-class academic healthcare system, UChicago Medicine Care Network, as a Medical Assistant in our Gastroenterology department. This position is a 100% onsite opportunity, requiring you to be based in the greater Chicagoland area. Eligible for a Sign-On Bonus up to $750.Key Responsibilities:Fulfill patient care...


  • Northbrook, Ohio, United States The University of Chicago Medicine Full time

    Job Title: Registered Nurse, OB-GYN ClinicJob Summary:We are seeking a skilled Registered Nurse to join our OB-GYN Clinic team at UChicago Medicine. As a Registered Nurse, you will provide high-quality patient care, work collaboratively with physicians and staff, and contribute to a positive and supportive work environment.Key Responsibilities:Provide...