Call Center Training Manager

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: We are seeking a dynamic and experienced Training and Quality Manager to oversee the development, delivery, and continuos improvement of training and quality assurance programs for our contact center. This role is critical in ensuring our team delivers exceptional customer experiences, meets performance standards, and adheres to company policies and procedures. Position Details: Location: Onsite in Northbrook, IL Schedule: Full-time, Monday through Friday on-siteBilingual Preferred: (English & Spanish) Compensation: $28.00-$34.00 per hour Key Responsibilities: Training and Development: Design, develop, and implement comprehensive training programs for new hires, ongoing employee development, and leadership readinessCollaborate with operations and leadership teams to identify training needs and ensure alignment with business objectivesConduct engaging training sessions, using a mix of instructional methods including classroom, virtual, and on-the-job trainingDevelop training materials, manuals, e-learning modules, and other resources to support learning objectivesMonitor and evaluate the effectiveness of training programs through assessments, feedback, and performance metrics, making necessary adjustments Quality Assurance: Establish and maintain quality assurance processes to evaluate agent performance, ensuring adherence to company standards and compliance requirementsConduct regular call monitoring, case reviews, and customer interactions audits to assess service qualityProvide actionable feedback to agents and supervisors to drive performance improvementAnalyze quality data and trends, presenting insights and recommendations to leadershipDevelop and maintain a quality scorecard to track and report team performance Coaching and Support: Partner with team leads and supervisors to address performance gaps through targeted coaching and trainingFacilitate regular calibration sessions to ensure consistency in quality assessmentsCreate a culture of continuous learning and improvement by encouraging feedback, innovation, and professional development Process Improvement: Identify opportunities to enhance training and quality processes to meet evolving business needsStay current on industry trends, tools, and best practices to bring innovative solutions to the teamPartner with cross-functional teams to ensure alignment between training, quality, and overall operational goals Requirements Bachelor's degree in business, education, communications, or related field (or equivalent experience)Minimum of 3-5 years of experience in training, quality assurance, or contact center operationsProven experience designing and delivering effective training programsStrong knowledge of contact center metrics, processes, and technologiesExcellent facilitation, coaching, and presentation skillsStrong analytical and problem-solving abilities with a focus on continuous improvementProficiency in Microsoft Office Suite and learning management systems (LMS); familiarity with quality monitoring tools is a plusExceptional communication and interpersonal skills, with the ability to motivate and inspire teamsDetail-oriented, with excellent organizational and project management skillsFluency in English and Spanish Highly Preferred Benefits MedicalDentalVisionPTO401k