Bilingual Training & Quality Manager, Contact Center

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 seeks a dynamic Training and Quality Manager to oversee development, delivery, and continuous improvement of training and QA programs for our contact center in Northbrook, IL. The role ensures exceptional customer experiences, meets performance standards, and enforces company policies.

You'll design engaging training, monitor effectiveness, coach teams, and drive quality improvements across operations, with bilingual English/Spanish preferred to support diverse interactions.

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• Strong facilitation, coaching, and presentation abilities.
• Experience with contact center metrics and processes.
• Proficiency with LMS and quality monitoring tools.
• Fluency in English and Spanish preferred.

Responsibilities

• Design, develop, and implement comprehensive training programs for new hires and leadership readiness.
• Collaborate with operations to identify training needs aligned with business goals.
• Deliver engaging training through classroom, virtual, and on-the-job sessions.
• Monitor training effectiveness using assessments and performance data.
• Establish QA processes, conduct call monitoring and audits, and provide actionable feedback.
• Develop and maintain a quality scorecard to track team performance.
• Coach and calibrate teams to close performance gaps and promote continuous improvement.

Skills

Facilitation

Coaching

Presentation skills

Analytical thinking

Interpersonal skills

Organizational skills

Project management

Bilingual English/Spanish

Education

Bachelor’s degree in business, education, communications, or related field (or equivalent experience)

Tools

Microsoft Office Suite

Learning Management System (LMS)

Quality monitoring tools

Job description

USA Clinics Group seeks a dynamic Training and Quality Manager to oversee development, delivery, and continuous improvement of training and QA programs for our contact center in Northbrook, IL. The role ensures exceptional customer experiences, meets performance standards, and enforces company policies.

You'll design engaging training, monitor effectiveness, coach teams, and drive quality improvements across operations, with bilingual English/Spanish preferred to support diverse interactions.