Quality Assurance - Contact Center (Bilingual)

You will be part of the Contact Center support operations team that will work closely with internal stakeholders to drive quality and execution of targets, including but limited to script adherence and optimization. Through live contact evaluation you will help ensure we are delivering the highest level possible in care and customer experience to our patients. One must be comfortable in providing both real-time and post interaction feedback that will deliver results while using findings to pro-activity drive and enact change.

This position works onsite in our Northbrook, IL corporate office as you will be collaborating with Senior Leadership and cross functional team.

Responsibilities:

• Responsible for monitoring and evaluating multichannel staff members on the quality and process of work performed as measured against standards.
• Assist with the development, analysis and distribution of recaps,...