Full-time
Director of Training & Quality - Contact Center
USA Clinics Group
Northbrook, illinois
The Director of Training & Quality will be responsible for developing and implementing training programs, quality assurance processes, and performance improvement strategies within the contact center. This role will focus on optimizing agent effectiveness, improving patient experience, and ensuring compliance with industry’s best practices. The ideal candidate will bring expertise in contact center operations, coaching, and continuous quality improvement.
Key Responsibilities
Training & Development
- Design and implement onboarding, training, and continuing education programs for contact center agents.
- Develop role-specific training for patient scheduling, lead conversion, and customer service excellence.
- Leverage e-learning, call simulations, and real-time coaching to improve agent proficiency.
- Stay ahead of industry...