Assistant Manager Quality Assurance - International Voice Call

As an Assistant Manager - Quality Assurance at Harmony United Medsolutions Pvt. Ltd, you will play a crucial role in overseeing the quality assurance processes to ensure products and services meet established standards and customer expectations. You will lead a team of QA analysts, develop QA strategies, and collaborate with other departments to maintain high-quality standards. **Key Responsibilities:** - Manage and mentor a team of QA analysts, providing guidance and support for their growth and effectiveness. - Review and evaluate customer support calls, emails, and chat interactions to ensure adherence to company policies, procedures, and quality standards. - Define and track quality metrics like defect rates, test coverage, and customer satisfaction to assess the effectiveness of QA efforts. - Generate detailed reports on QA findings, highlighting trends, patterns, and areas requiring attention. - Audit customer support calls, chats, emails, and provider charts. - Develop, implement, and maintain QA processes, policies, and procedures to ensure services meet quality standards. - Assess the quality of customer service provided by the support team and identify areas for improvement. - Stay updated with industry best practices and emerging trends in customer support and quality assurance. - Participate in cross-functional meetings and projects to drive initiatives improving customer support quality and efficiency. **Qualifications Required:** - Masters degree is a must. - Minimum 5 years of international voice experience with at least 2 years in international voice calling quality assurance. - At least 2 years of experience as a manager or team lead. - Extensive experience in quality assurance with a proven track record of leading and managing QA teams. - Strong organizational skills, ability to manage multiple tasks and priorities effectively. - Strong analytical and problem-solving abilities with attention to detail. - Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint). **About the Company:** Harmony United Medsolutions Pvt. Ltd [HUMS] is dedicated to revolutionizing the Healthcare Industry, providing end-to-end services in medical billing, A.R. management, and healthcare facets. As a reliable partner to Harmony United Psychiatric Care, a US-based Healthcare Company, HUMS is committed to excellence, creativity, and pushing boundaries. If you believe you meet the qualifications and are excited to contribute to our dynamic team, please submit your resume and cover letter. We offer a competitive salary, health insurance, four-day work-week, and opportunities for career growth and professional development. Additional benefits like food and cab-drop are also available. We look forward to receiving your application and hearing from you. For any queries, please reach out to us at recruitment@hupcfl.com. Please note that we are available for calls between 5:45 PM to 4:45 AM IST from Monday to Thursday.,