Quality Analyst

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 ...