Quality Analyst

Role:

Role Overview

As a Quality Analyst, you will be responsible for evaluating customer interactions to ensure service quality, compliance with client standards, and operational excellence. This role involves monitoring calls and other contact channels, collaborating with multiple teams, and providing insights for continuous improvement.

Key Responsibilities

• Monitor, evaluate, and audit a sampling of inbound and outbound calls, as well as other contact channels like chat and email.
  
• Assess call quality covering:
  
• Procedures coverage
  
• Co-pay information
  
• Network status of doctors (in-network vs. out-of-network)
  
• Plan benefits
  
• Handling sensitive member interactions (e.g., chronic conditions, recent bereavements)
  
• Meet productivity targets (e.g. number of calls audited per month).
  
• Report evaluation results to stakeholders including Quality Leadership, Delivery Teams, Clients, and Account Management.
  
• Participate in calibration and call listening sessions with quality staff, delivery, and clients to ensure consistency in quality scoring and best practices.
  
• Take part in internal quality audits to identify process gaps and recommend improvements.
  
• Maintain strong program knowledge of client products, services, and process strategies.
  
• Contribute to maintaining documentation such as forms and legends.
  
• Support managements focus on key drivers and operational metrics to achieve balanced scorecard and profitability goals.
  
• Participate in quality task forces and maintain phone time as applicable to stay updated on program changes.
  

Required Skills and Knowledge

• Strong attention to detail.
  
• Self-starter with a sense of urgency; works well under pressure.
  
• Ability to multitask and meet timelines for deliverables.
  
• Proficient in Microsoft Office (Excel, Word, PowerPoint).
  
• Excellent communication skillsboth written and verbal.
  

Additional Details

• Open to diversity candidatesanyone can apply.
  
• Rotational shifts with two-way cab facility provided.
  
• International voice process exposure preferred.