Call Center Training Manager

USA Vein Clinics, Vascular, Fibroid and Oncology Centers; Northbrook (IL); On-site; USD 80,231,000 - 97,424,000; Full time

Benefits offered by this job

Medical

Dental

Vision

PTO

401k

Job summary

USA Clinics Group in Northbrook, IL, 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 role ensures our team delivers exceptional customer experiences, meets performance standards, and adheres to company policies and procedures.

The position is full-time on-site with a bilingual English/Spanish preference, offering $28.00-$34.00 per hour.

Qualifications

• Bachelor's degree or equivalent experience required.
• Proven experience designing and delivering effective training programs.
• Strong knowledge of contact center metrics, processes, and technologies.
• Excellent facilitation, coaching, and presentation skills.
• 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 training
• Develop training materials, manuals, e-learning modules, and other resources to support learning objectives
• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics
• Establish and maintain quality assurance processes to evaluate agent performance, ensuring adherence to company standards and compliance requirements
• Conduct regular call monitoring, case reviews, and customer interactions audits to assess service quality
• Provide actionable feedback to agents and supervisors to drive performance improvement
• Analyze quality data and trends, presenting insights and recommendations to leadership
• Develop and maintain a quality scorecard to track and report team performance
• Partner with team leads to address performance gaps through targeted coaching and training
• Facilitate regular calibration sessions for consistency in quality assessments
• Create a culture of continuous learning and improvement by encouraging feedback, innovation, and professional development
• Identify opportunities to enhance training and quality processes to meet evolving business needs
• Stay current on industry trends, tools, and best practices to bring innovative solutions to the team

Skills

Facilitation skills

Coaching

Presentation skills

Analytical thinking

Communication

Education

Bachelor's degree in business, education, communications, or related field

Tools

LMS

MS Office

Quality monitoring tools

Job description

Why USA Clinics Group?

Founded by Harvard-trained physicians with a vision of offering patient-first care beyond the hospital settings, we've grown into the nation's largest network of outpatient vein, fibroid, vascular, and prostate centers, with 170+ clinics across the country. Our mission is simple: deliver life-changing, minimally invasive care, close to home.

We're building a culture where innovation, compassion, and accountability thrive. While proud of our growth, we're even more excited about what's ahead, and the team we're building to get there. We look forward to meeting you!

Why You'll Love Working with us:

• Rapid career advancement
• Competitive compensation package
• Positive, team-oriented environment
• Work with cutting-edge technology
• Make a real impact on patients' lives
• Join a fast-growing, mission-driven company

Position Summary:

We are seeking a dynamic and experienced Training and Quality Manager to oversee the development, delivery, and continuos improvement of training and quality assurance programs for our contact center. This role is critical in ensuring our team delivers exceptional customer experiences, meets performance standards, and adheres to company policies and procedures.

Position Details:

• Location: Onsite in Northbrook, IL
• Schedule: Full-time, Monday through Friday on-site
• Bilingual Preferred: (English & Spanish)
• Compensation: $28.00-$34.00 per hour

Key Responsibilities:

Training and Development

• 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 a mix of instructional methods including classroom, virtual, and on-the-job training
• Develop training materials, manuals, e-learning modules, and other resources to support learning objectives
• Monitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, making necessary adjustments

Quality Assurance

• Establish and maintain quality assurance processes to evaluate agent performance, ensuring adherence to company standards and compliance requirements
• Conduct regular call monitoring, case reviews, and customer interactions audits to assess service quality
• Provide actionable feedback to agents and supervisors to drive performance improvement
• Analyze quality data and trends, presenting insights and recommendations to leadership
• Develop and maintain a quality scorecard to track and report team performance

Coaching and Support

• Partner with team leads and supervisors to address performance gaps through targeted coaching and training
• Facilitate regular calibration sessions to ensure consistency in quality assessments
• Create a culture of continuous learning and improvement by encouraging feedback, innovation, and professional development

Process Improvement

• Identify opportunities to enhance training and quality processes to meet evolving business needs
• Stay current on industry trends, tools, and best practices to bring innovative solutions to the team
• Partner with cross-functional teams to ensure alignment between training, quality, and overall operational goals

Requirements

• Bachelor's degree in business, education, communications, or related field (or equivalent experience)
• 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
• Excellent facilitation, coaching, and presentation skills
• Strong analytical and problem-solving abilities with a focus on continuous improvement
• Proficiency in Microsoft Office Suite and learning management systems (LMS); familiarity with quality monitoring tools is a plus
• Exceptional communication and interpersonal skills, with the ability to motivate and inspire teams
• Detail-oriented, with excellent organizational and project management skills
• Fluency in English and Spanish Highly Preferred

Benefits

• Medical
• Dental
• Vision
• PTO
• 401k