Call Center Quality Assurance Manager

USA Vein Clinics, Vascular, Fibroid and Oncology Centers; Northbrook (IL); On-site; USD 54,000 - 58,000; Full time

Benefits offered by this job

Health insurance (medical, dental, vision)

Retirement plan

Paid time off (vacation, sick)

Job summary

A major healthcare organization in Northbrook, IL, seeks a Quality Assurance Manager to lead its Call Center Support Team. The role requires bilingual proficiency in English and Spanish, along with 2–3 years of experience in quality assurance. Responsibilities include developing QA standards, managing a QA team, and analyzing performance trends. The position offers a competitive salary of $54,000 to $58,000 per year plus benefits.

Qualifications

• 2–3 years of experience in a quality assurance or team leadership role.
• Proficiency in developing QA scorecards and coaching processes.
• Ability to analyze data and identify actionable trends.

Responsibilities

• Lead the development and implementation of QA processes and standards.
• Manage a team of QA Specialists, ensuring timely evaluations.
• Analyze performance trends and recommend process improvements.

Skills

Bilingual proficiency in English & Spanish

Understanding of call center operations

Excellent interpersonal and communication skills

Attention to detail

Tools

Microsoft Office Suite

Call center systems (e.g., CRM)

Job description

Why USA Clinics Group?

Founded by Harvard‑trained physicians, USA Clinics Group is the nation's largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics. Our mission is simple: deliver life‑changing, minimally invasive care close to home.

We are building a culture of innovation, compassion, and accountability. We're excited about the future and the team we're building. Let's meet you!

Position Summary

Quality Assurance Manager - Lead our Quality Assurance program within the Call Center Support Team, driving high‑quality performance and customer experience across inbound/outbound calls, digital correspondence, and scheduling workflows.

Location & Schedule

Northbrook, IL – Full‑time. Monday through Friday, eight‑hour shifts from 6:30 AM to 7:00 PM (flexibility required). Bilingual (English & Spanish) required. Compensation: $26‑$28 per hour based on experience.

Compensation Range

Base pay: $54,000.00‑$58,000.00 per year.

Key Responsibilities

• Lead the development and implementation of QA processes and standards for inbound, outbound, and automated patient communications.
• Manage a team of QA Specialists, ensuring timely and consistent evaluations and coaching sessions.
• Analyze performance trends across the call center and recommend process improvements and training needs.
• Own and continuously refine QA scorecards and assessment tools to align with business goals and KPIs.
• Partner with training and operations teams to support new hire onboarding, upskilling, and ongoing development.
• Organize and facilitate regular QA calibration sessions and quality huddles across cross‑functional teams.
• Provide insights and reports to leadership based on evaluation findings, ensuring accountability and action.
• Support call center peak times to maintain hands‑on operational understanding and process proficiency.
• Stay involved in call handling and new initiative testing to maintain real‑time knowledge of systems and procedures.
• May be required to work one weekend every three weeks to complete evaluations and support operations.

Requirements

• English & Spanish bilingual proficiency.
• Minimum 2–3 years of experience in a quality assurance or team leadership role within a healthcare call center or similar environment.
• Strong understanding of call center operations, KPIs, and customer service best practices.
• Experience developing or managing QA scorecards, coaching processes, and training feedback loops.
• Excellent interpersonal and communication skills with a focus on coaching and collaboration.
• Proficiency in Microsoft Office Suite and call center systems (e.g., phone monitoring, scheduling, or CRM platforms).
• High attention to detail with the ability to analyze data and identify actionable trends.
• Passion for improving patient experience and team performance.

Benefits

• Health insurance (medical, dental, vision).
• Retirement plan.
• Paid time off (vacation, sick).