Quality Analyst

Healthcare Quality Analyst (BPO)

Position Overview

The Healthcare Quality Analyst plays a critical role in ensuring that business process outsourcing (BPO) operations within the healthcare domain meet the highest standards of accuracy, compliance, and customer satisfaction. This role involves monitoring, evaluating, and improving the quality of services delivered by agents handling healthcare accounts, with a strong focus on regulatory compliance, patient confidentiality, and operational excellence.

Key Responsibilities

• Quality Monitoring & Evaluation

• Conduct regular audits of calls, emails, and transactions to assess compliance with healthcare standards and client requirements.

• Provide detailed feedback to agents and team leaders to improve performance and service delivery.

• Compliance & Standards

• Ensure adherence to HIPAA, data privacy, and other healthcare regulations.