Contact Center Training & Quality Leader

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

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.