Hearing Care Central, O Fallon IL

Junior Data Analytics Specialist
The Junior Data Analytics Specialist supports the omnichannel contact center by preparing reports, tracking performance metrics, and helping the team understand day-to-day operational data. This role is ideal for someone early in their analytics career who is eager to learn how data is used to improve customer service and call center performance.

Key Responsibilities

• Prepare daily, weekly, and monthly reports on call center performance.
• Track basic metrics such as call volume, average handle time (AHT), service level, and agent productivity.
• Maintain and update dashboards and spreadsheets.
• Check data for accuracy and report any issues to senior team members.
• Assist with simple trend analysis and summaries.
• Support ad hoc data requests from operations and management teams.
• Help document reporting processes and data definitions.

Required Qualifications

• Bachelor’s degree (or coursework) in Business, Analytics, Statistics, IT, or a related field.
• 0–2 years of experience in reporting, data analysis, or a related role.
• Basic to intermediate Excel skills (formulas, charts, pivot tables).
• Strong attention to detail and willingness to learn.
• Ability to explain data clearly in simple terms.

Preferred Skills

• Basic knowledge of SQL or data querying.
• Familiarity with call center environments or customer service metrics.
• Experience with data visualization tools (e.g., Power BI, Tableau) is a plus.

Hours | M-F 7:00AM to 6:00PM Sat 8:00AM to 5:00PM (40hrs)
Pay/Wages | $39,000
How to Apply? | fannie@hearingcarecentral.com

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Quality Assurance Specialist
The Quality Assurance (QA) Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions within the contact center. This role ensures that PRS consistently meet company standards, regulatory requirements, and customer experience expectations through call monitoring and performance analysis. The QA Specialist will work closely with the Training Supervisor to identify training needs and assist with process improvement initiatives.

Key Responsibilities

• Monitor and evaluate inbound and outbound calls, appointment notes, emails, chats, and other customer interactions for quality, accuracy, and compliance.
• Score agent performance using established quality assurance guidelines and evaluation forms.
• Generate reports for the Training Supervisor to provide constructive feedback and coaching to agents to improve performance and customer satisfaction.
• Identify trends, gaps, and root causes related to quality issues and recommend corrective actions.
• Collaborate with team leaders, trainers, and management to support agent development and training programs.
• Ensure compliance with company policies, operating procedures, and quality assurance standards, industry regulations, and data privacy standards.
• Prepare and present quality reports, performance metrics, and insights to stakeholders.
• Participate in calibration sessions to ensure consistent evaluation standards across the QA team.
• Assist in updating QA processes and evaluation criteria as needed.
• Support continuous improvement initiatives aimed at enhancing customer experience and operational efficiency.
• Assist in special projects and other duties as assigned
• Abide by HIPAA regulations

Hours | M-F 7:00AM to 6:00PM Sat 8:00AM to 5:00PM (40 hrs)
Pay/Wages | $38,000
How to Apply? | fannie@hearingcarecentral.com

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Data Analytics Specialist
The Data Analytics Specialist is responsible for collecting, analyzing, and interpreting call center data to improve operational efficiency, customer experience, and overall performance. This role transforms large volumes of call, agent, and customer interaction data into actionable insights that support decision-making across operations, quality assurance, workforce management, and leadership teams.

Key Responsibilities

• Analyze call center performance metrics including AHT, ASA, FCR, CSAT, NPS, abandonment rate, service level, and agent productivity.
• Develop, maintain, and automate dashboards and reports for daily, weekly, and monthly performance tracking.
• Identify trends, patterns, and root causes affecting call volume, customer satisfaction, and operational efficiency.
• Support workforce planning through forecasting, staffing analysis, and schedule optimization insights.
• Partner with operations, QA, training, and leadership teams to recommend data-driven improvements.
• Ensure data accuracy and integrity across multiple systems (ACD, CRM, WFM, QA platforms).
• Conduct ad hoc analyses and present findings in clear, actionable formats for non-technical stakeholders.
• Monitor KPI performance against targets and flag risks or improvement opportunities.
• Support process improvement initiatives through measurement and post-implementation analysis.

Hours | M-F 7:00AM to 6:00PM Sat 8:00AM to 5:00PM
Pay/Wages | $38,000
How to Apply? | fannie@hearingcarecentral.com

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Contact Center Team Leader
As a Team Leader, you will provide our Call Center Representatives with the feedback and support they need to change our patients’ lives! By providing exceptional and individualized guidance, you will create a positive, supportive environment for our employees to grow and succeed.

Essential Functions:

• Directly manage/supervise a team of 10-20 PRS.
• Provide answers, guidance, and feedback to all agents in a timely manner to ensure efficiency,
• Serve as Manager on Duty (LOD) during designated shifts including 1 weekend per month, 1-2 holidays per year
• Educate employees on HCC’s service methodology, technical systems, and the patient experience, including the impact of hearing loss and types of hearing aid technology,
• Complete various administrative duties on daily basis (tracking & logging, reporting, research & investigation)
• Monitor performance and production metrics
• Ensure adherence to policies and procedures; follow protocol
• Lead regular meetings with team (Team Huddles, 1:1 coaching, performance reviews)
• Evaluate team and individual performance to determine if additional training is needed,
• Assist with agent training as needed
• When needed, answer inbound calls/make outbound calls; take escalated calls
• Abide by HIPAA regulations and enforce that agents abide by HIPAA regulations
• Assist in special projects and other duties as assigned.

Hours | M-F 7:00AM- 6:00PM, Sat 8:00 AM-5:00 PM (40 hrs)
Pay/Wages | $40,000
How to Apply? | fannie@hearingcarecentral.com