Job Description
We are hiring a Quality Analyst (QA) for our US Healthcare Voice process. This role is critical in driving call quality, compliance adherence, and performance improvement across customer service teams handling US healthcare customers.
Key Responsibilities
Conduct regular call audits for US healthcare voice agents
Provide structured feedback and coaching to improve CSAT and quality scores
Identify performance gaps through RCA and trend analysis
Ensure adherence to HIPAA, compliance, and process guidelines
Work closely with Operations and Training teams on improvement plans
Maintain quality scorecards, reports, and dashboards
Participate in calibration sessions with clients and internal stakeholders
Drive continuous improvement initiatives across the floor
Must Have
2–5 years of experience as a Quality Analyst in a
BPO Voice process
Mandatory experience in
US Healthcare process
Strong knowledge of
call quality ...
Key Responsibilities
Conduct regular call audits for US healthcare voice agents
Provide structured feedback and coaching to improve CSAT and quality scores
Identify performance gaps through RCA and trend analysis
Ensure adherence to HIPAA, compliance, and process guidelines
Work closely with Operations and Training teams on improvement plans
Maintain quality scorecards, reports, and dashboards
Participate in calibration sessions with clients and internal stakeholders
Drive continuous improvement initiatives across the floor
Must Have
2–5 years of experience as a Quality Analyst in a
BPO Voice process
Mandatory experience in
US Healthcare process
Strong knowledge of
call quality ...
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