Healthcare Call Center QA Lead

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

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.