Quality Analyst Voice & Chat

As a Quality Assurance Specialist in the healthcare sector, you will be responsible for evaluating voice and chat conversations related to patient queries, appointment scheduling, insurance, claims, billing, and medical service coordination. Your role will be crucial in ensuring compliance with HIPAA (or local healthcare regulations like QCHP/HAAD, if applicable) and data confidentiality protocols. Using QA scorecards, you will audit agent interactions and accurately document your findings. It will be your responsibility to identify training needs, knowledge gaps, and process improvement opportunities, and provide constructive feedback while supporting coaching sessions with team leads. Tracking performance metrics and preparing regular quality reports and dashboards will be essential aspects of your role. You will also conduct calibration sessions with Operations, Training, and Compliance teams, as well as participate in process audits to suggest ways to enhance service quality. Staying updated on healthcare process guidelines and regulatory changes will be crucial to ensure the organization's adherence to industry standards. To qualify for this position, you should have a Bachelor's degree in any discipline, with a background in healthcare or life sciences being a plus. Additionally, you should have at least 3 years of experience as a QA in a healthcare BPO or clinical support process (voice/chat). Familiarity with healthcare systems such as EMR, EHR, insurance workflows, or medical terminologies is preferred. Strong communication, analytical, and interpersonal skills are required for this role, along with proficiency in MS Office and QA tools. This is a full-time position with a fixed morning shift schedule, and the work location is in person. If you are excited about contributing to the quality assurance processes in the healthcare industry, we would love to speak with you. Job Type: Full-time Schedule: Fixed shift Morning shift Work Location: In person For further details, please contact the employer at +91 9061130033.,