Contact Center QA Specialist (Onsite)

As a QA Specialist you will be part of the Contact 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 uptraining.
• 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.

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, often handling numerous assessments and reports.
• Experience in providing constructive feedback and training agents to improve performance.

Benefits

• Medical
• Dental
• Vision
• PTO
• 401k with match