Quality Assurance Lead, Call Center Analytics

VITAS Healthcare; Lombard (IL); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

Competitive compensation

Health, dental, vision insurance

401(k) plan with company match

Paid Time Off

Tuition Reimbursement

Job summary

A leading provider of end-of-life care is seeking a Quality Analyst to monitor call quality, provide feedback, and conduct training. Candidates should have three or more years of experience in a call center or customer service role, strong interpersonal skills, and knowledge of Microsoft Office tools. This is a full-time position located in Lombard, Illinois, offering competitive compensation and comprehensive benefits.

Qualifications

• Three or more years’ experience in a call center or customer service environment.
• Ability to communicate tactfully, verbally and in writing.
• Knowledge of Microsoft Office reporting tools and applications.

Responsibilities

• Monitor calls and documentation scoring for quality assurance.
• Provide real-time feedback to agents and supervisors.
• Conduct training on quality topics as needed.

Skills

Interpersonal skills

Attention to detail

Quality improvement

Microsoft Excel

Power BI

PowerPoint

Education

High school diploma or equivalent

Tools

Microsoft Office

Job description

A leading provider of end-of-life care is seeking a Quality Analyst to monitor call quality, provide feedback, and conduct training. Candidates should have three or more years of experience in a call center or customer service role, strong interpersonal skills, and knowledge of Microsoft Office tools. This is a full-time position located in Lombard, Illinois, offering competitive compensation and comprehensive benefits.