Bilingual Call Center Training & Quality Manager

USA-Clinics-Group-; Northbrook (IL); On-site; USD 39,000 - 47,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO

401k

Job summary

USA Clinics Group is seeking a dynamic Training and Quality Manager to oversee the development, delivery, and continuous improvement of training and QA programs for our contact center. This onsite Northbrook, IL role focuses on delivering exceptional customer experiences, meeting performance standards, and ensuring policy adherence.

The position requires a Bachelor's degree and 3–5 years in training/QA, with strong facilitation and coaching skills, and English/Spanish fluency preferred.

Qualifications

• Bachelor’s degree in business, education, communications, or related field (or equivalent).
• Minimum of 3–5 years of experience in training, quality assurance, or contact center operations.
• Proven experience designing and delivering effective training programs.
• Strong knowledge of contact center metrics, processes, and technologies.
• Fluency in English and Spanish highly preferred.

Responsibilities

• Design, develop, and implement comprehensive training programs for new hires, ongoing employee development, and leadership readiness.
• Collaborate with operations and leadership teams to identify training needs and ensure alignment with business objectives.
• Conduct engaging training sessions, using classroom, virtual, and on-the-job methods.
• Monitor and evaluate training effectiveness through assessments and performance metrics.
• Lead quality assurance processes and provide actionable feedback to drive improvement.

Skills

Training design

Quality assurance

Coaching & development

Performance improvement

MS Office / LMS

Education

Bachelor’s degree in business, education, or related field

Tools

Learning Management System (LMS)

Quality monitoring tools

Job description

USA Clinics Group is seeking a dynamic Training and Quality Manager to oversee the development, delivery, and continuous improvement of training and QA programs for our contact center. This onsite Northbrook, IL role focuses on delivering exceptional customer experiences, meeting performance standards, and ensuring policy adherence.

The position requires a Bachelor's degree and 3–5 years in training/QA, with strong facilitation and coaching skills, and English/Spanish fluency preferred.