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Quality Assurance Analyst

Quality Assurance Analyst

Resultscx

1 - 2 years

1 - 5 Lacs

Bengaluru

Posted:1 day ago| Platform:

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Skills Required

Voice process BPO Health insurance Claims Quality Analyst Process improvement Healthcare MS Office Analytics CRM

Work Mode

Work from Office

Job Type

Full Time

Job Description

tabindex="0"> JOB DESCRIPTION Job Attributes +

Job ID
Req ID
IND00073
Job Type
Full Time
Job Location
Bengaluru, Karnataka
IN

Job Title: Quality Analyst Healthcare Voice Process

Location: Bangalore, India

Job Type: Full-Time

Shift: Fixed Night Shifts

We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our healthcare contact center team in Bangalore. The QA will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in healthcare voice processes and a keen eye for detail.

In this role you will:

Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.

Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.

Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.

Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.

Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.

Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.

Analyse call trends and customer feedback to identify training needs and process improvement opportunities.

Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

We are looking for someone who has:

Education: Graduate in any discipline.

Experience:

1-2 years of experience as a Quality Analyst in a healthcare voice process or BPO environment.

o Strong understanding of healthcare processes, claims, and customer service metrics.

Excellent verbal and written communication skills.

Strong analytical skills with the ability to identify trends and recommend solutions.

Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.

Comfortable working fixed night shifts to align with international client requirements.

Quality monitoring and evaluation

Communication and feedback delivery

Analytical and problem-solving abilities

Attention to detail and accuracy

Collaboration and teamwork

Time management and organization

Why join our ResultsCX team?

Competitive salary package

Transport facility for night shifts

Health insurance and other employee benefits

Opportunities for career growth and skill enhancement

Supportive and dynamic work environment

About ResultsCX

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.

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Quality Assurance Analyst