Contact Center Quality Assurance Manager

USA CLINIC SL; Northbrook (IL); On-site; USD 37,000 - 41,000; Full time

Benefits offered by this job

Health insurance

Retirement Plan

Paid time off (PTO)

Job summary

USA Clinics Group in Northbrook, IL seeks a Quality Assurance Manager to lead our QA program within the Call Center Support Team, driving high-quality performance and exceptional patient experience across inbound and outbound communications.

You will coach QA Specialists, maintain scorecards, analyze performance trends, and partner with training and operations to implement continual improvements. Some weekend coverage may be required.

Qualifications

• Minimum 2–3 years in a quality assurance or team leadership role in healthcare call centers or similar.
• Experience developing QA scorecards, coaching processes, and training feedback loops.
• Excellent interpersonal and communication skills with coaching focus.
• Proficient with call center systems and data analysis to drive improvement.

Responsibilities

• Lead development and implementation of QA processes for patient communications.
• Manage a team of QA Specialists with coaching and evaluations.
• Analyze performance trends and recommend improvements and training needs.
• Maintain QA scorecards and tools aligned with KPIs and goals.
• Support onboarding, upskilling, and ongoing development with cross-functional teams.
• Facilitate QA calibration sessions and quality huddles across teams.
• Provide leadership with actionable insights and reports from evaluations.
• Support peak call center times to maintain proficiency and system knowledge.
• Stay involved in call handling and testing of new initiatives.
• May require weekend coverage to complete evaluations.

Skills

Quality assurance leadership

Call center operations

Performance analytics

Coaching and training

Cross-functional collaboration

Education

Bachelor's degree in Healthcare Administration or related field

Tools

CRM systems

MS Office

Phone 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.

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-ed technology
• Make a real impact on patients’ lives Join a fast-growing, mission-driven company

Position Summary

As the Quality Assurance Manager, you will lead our Quality Assurance program within the Call Center Support Team. Your primary mission is to drive high-quality performance and customer experience across all patient communication channels, including inbound/outbound calls, digital correspondence, and scheduling workflows. You will oversee the QA evaluation process, coach and develop team members, and collaborate with leadership to establish and refine quality standards. This role requires strategic thinking, people leadership, and a strong understanding of performance metrics in a healthcare call center environment.

Position Details

• Location: Northbrook, IL
• Schedule: Full-time, Monday through Friday, eight-hour shifts with flexible 6:30am - 9am start times
• Bilingual Preferred: (English & Spanish)
• Compensation: $27-$30/hr based on experience and qualifications.

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

• 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
• Proficient 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 (PTO) (vacation, sick)