Full Description

Quality Assurance Specialist Hearing Care Central Contact Center O’Fallon, IL | Full-Time | On-Site Champion Quality. Elevate the Patient Experience. At Hearing Care Central, we power the premier contact center for Beltone, the nation’s #1 hearing aid provider. Every interaction we evaluate represents a real patient seeking connection, clarity, and care. Our Quality Assurance team plays a critical role in ensuring those moments meet the highest standards of service, accuracy, and compliance. We’re seeking a Quality Assurance (QA) Specialist who is detail-oriented, collaborative, and passionate about coaching and continuous improvement. If you enjoy listening for opportunities to improve, partnering with leaders and trainers, and raising the bar for customer experience, this role offers meaningful impact and growth.

The Role As a Quality Assurance Specialist, you’ll monitor and evaluate customer interactions across inbound, outbound, and digital channels. You’ll ensure Patient Relationship Specialists (PRS) consistently meet quality, regulatory, and patient-experience standards while providing insights that drive coaching, training, and process improvement. You’ll work closely with the Training Supervisor, Team Leaders, and Leadership to identify trends, close performance gaps, and support ongoing development across the contact center.

What You’ll Do Monitor, Evaluate & Improve Quality Review and evaluate calls, appointment notes, emails, chats, and other customer interactions for quality, accuracy, and compliance. Score agent performance using established QA guidelines and evaluation tools. Ensure compliance with company policies, operating procedures, industry regulations, data privacy standards, and HIPAA requirements. Drive Coaching & Development Generate quality reports and insights for the Training Supervisor and leadership team. Provide clear, constructive feedback to support agent coaching and performance improvement. Collaborate with Team Leaders and Trainers to identify training needs and skill gaps. Analyze Trends & Support Continuous Improvement Identify trends, root causes, and recurring issues impacting quality and compliance. Recommend corrective actions and process improvements. Participate in calibration sessions to ensure consistent evaluation standards across the QA team. Assist in refining QA processes, scoring criteria, and quality frameworks. Partner Across the Organization Prepare and present quality metrics, performance trends, and insights to stakeholders. Support special projects and continuous improvement initiatives as needed.

What You Bring Required Qualifications Associate’s degree or equivalent (60 credit hours); Bachelor’s degree preferred. Experience in a call center environment; QA or supervisory experience preferred. Working knowledge of call center metrics and performance indicators. Strong listening skills, attention to detail, and analytical mindset. Excellent written and verbal communication skills. Ability to deliver feedback professionally, constructively, and with empathy. Proficiency with QA tools, CRM systems, and Microsoft Office or similar platforms. Preferred Skills & Experience Experience with quality monitoring software and call recording systems. Knowledge of HIPAA compliance standards. Strong patient service and customer experience skills. Advanced problem-solving and critical-thinking abilities. Ability to work independently while managing multiple priorities. Collaborative, coaching-focused mindset. Advanced computer skills (Windows, Office 365, Microsoft Office). Bilingual (Spanish) a plus.