Contact Center Quality Assurance Manager

USA Clinics Group•Northbrook, IL

About The Position

The Contact Center Quality Assurance Manager leads the Quality Assurance program within the Call Center Support Team, driving high-quality performance and customer experience across patient communications, including inbound and outbound calls, digital correspondence, and scheduling workflows. The manager oversees QA evaluations, coaches and develops team members, and collaborates with leadership to establish and refine quality standards. The role calls for strategic thinking, people leadership, and an understanding of performance metrics in a healthcare call center environment. This is a full-time position in Northbrook, Illinois, working Monday through Friday, with eight-hour shifts and flexible start times between 6:30 a.m. and 9:00 a.m. The position may require working one weekend every three weeks to complete evaluations and support operations. English and Spanish bilingual ability is preferred. Compensation is $27–$30 per hour, based on experience and qualifications.

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.
Proficiency in Microsoft Office Suite and call center systems, such as phone monitoring, scheduling, or CRM platforms.
High attention to detail and ability to analyze data and identify actionable trends.
Passion for improving patient experience and team performance.

Nice To Haves

Bilingual in English and Spanish.

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 call center performance trends 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 leadership with insights and reports based on evaluation findings, supporting accountability and action.
Support call center peak times to maintain hands-on operational understanding and process proficiency.
Stay involved in call handling and testing new initiatives to maintain current knowledge of systems and procedures.
Work one weekend every three weeks if required to complete evaluations and support operations.