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Call Center QA Specialist (Onsite)
USA Clinics Group - Northbrook, IL
posted about 2 months ago
About the position
The Call Center QA Specialist plays a crucial role in ensuring the delivery of high-quality customer interactions within the Call Center Support Team. This position involves evaluating call quality, providing coaching, and collaborating with leadership to maintain and exceed quality standards across various channels. The role is onsite at the Northbrook, IL corporate office and requires a proactive approach to monitoring performance and implementing training initiatives.
Responsibilities
- Conduct random and targeted call quality evaluations for team members.
- Ensure high quality standards and sales goals are exceeded across multiple channels.
- Report on quality findings and deliver coaching sessions.
- Update quality scorecards as needed.
- Collaborate with leadership and cross-functional teams to define quality standards.
- Organize quality audits and identify training and coaching frameworks.
- Support leadership in maintaining compliance standards for inbound, outbound, and automated calls.
- Conduct regular reviews to identify knowledge gaps and recommend training.
- Develop assessment programs and coaching life cycles.
- May assist during peak call center times to maintain proficiency.
Requirements
- High school diploma or GED required.
- Experience in a call center environment.
- Ability to meticulously review and assess call quality.
- Proficiency in articulating feedback clearly and professionally.
- Ability to analyze call data and performance metrics.
- Understanding of call center workflows and best practices.
- Experience in providing constructive feedback and training agents.
Nice-to-haves
- Experience in quality assurance or training roles within a call center.
- Familiarity with call center metrics and KPIs.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Paid time off (PTO)
- 401(k) matching
