Walk-In Drive @ Gurugram | Customer Exp. Analyst (Health & Welfare)

TELUS International

1 - 3 years

5 - 6 Lacs

Gurugram

Posted:2 weeks ago| Platform:

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Skills Required

Health And Welfare Customer Experience Customer Analysis Quality Analysis Customer Analytics Quality Assurance Customer Service Operations

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are looking for an experienced Quality Analyst with a strong background in the US Healthcare voice process, specifically in the Health and Welfare domain. The ideal candidate should have hands-on experience in monitoring, auditing, and providing feedback on calls to ensure process compliance and enhance customer experience.

Key Responsibilities:

Conduct daily call audits and evaluate the quality of calls handled by associates.
Identify gaps in call handling, compliance, and process adherence.
Provide actionable feedback and support to operations to improve performance.
Analyze trends from audits and prepare quality reports and dashboards.
Participate in calibration sessions with internal teams and clients.
Assist in driving process improvement initiatives based on audit findings.
Ensure compliance with HIPAA and other healthcare-related regulations.
Support in the development of training content based on quality insights.

Must-Have Requirements:

Minimum 2 years of experience in International Voice Process within the US Healthcare Health and Welfare domain.
In-depth understanding of US healthcare terminologies, benefit plans, and regulations.
Prior experience as a Quality Analyst or similar role.
Excellent communication and analytical skills.
Proficiency in MS Excel and quality monitoring tools.
Knowledge of quality frameworks such as Six Sigma (added advantage).

Preferred Skills:

Experience working in a BPO/KPO environment.
Certified in Quality Management (optional).
Exposure to client interactions and calibration calls

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