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Quality Analyst

Quality Analyst

Infinite

2 - 7 years

4 - 9 Lacs

Bengaluru

Posted:20 hours ago| Platform:

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Skills Required

Outbound Manager Quality Assurance Call monitoring Claims Analytical HIPAA Healthcare Customer service US healthcare Continuous improvement

Work Mode

Work from Office

Job Type

Full Time

Job Description

We are seeking a dedicated and detail-oriented Quality Assurance Analyst to support and enhance the performance of our call center operations within the US healthcare domain . The QA Analyst will monitor and evaluate calls and customer interactions to ensure high-quality service delivery, compliance with healthcare regulations (HIPAA), and alignment with organizational standards. The ideal candidate will have experience in US healthcare customer service, strong analytical skills, and a passion for improving the member and provider experience

Monitor inbound and outbound calls, chat, and email interactions for accuracy, professionalism, and compliance with policies and procedures.
Evaluate agent performance based on pre-defined quality standards including customer service, technical accuracy, and adherence to scripts and regulations.
Provide actionable feedback and coaching recommendations to supervisors and trainers to improve agent performance.
Collaborate with call center leadership to develop and refine QA scorecards and quality metrics.
Ensure compliance with HIPAA, CMS guidelines, and other regulatory standards.
Identify trends, recurring issues, and training opportunities based on quality evaluations and customer feedback.
Assist in the development and implementation of call center best practices and continuous improvement initiatives.
Maintain detailed QA records and reports; present findings to management in a clear and actionable format.
Participate in calibration sessions to ensure consistency in QA scoring across evaluators.

Support special audits, complaint investigations, and root cause analysis as needed

Bachelor s degree or equivalent work experience in healthcare, business, or a related field.
2+ years of quality assurance or call monitoring experience in a US healthcare call center environment .
Familiarity with healthcare terms, insurance processes, member eligibility, provider inquiries, and claims inquiries.
Strong understanding of HIPAA compliance and healthcare privacy regulations.
Experience with QA tools and call recording systems (e.g., NICE, Verint, Genesys, Five9, Calabrio).
Excellent verbal and written communication skills.
Detail-oriented with strong analytical and problem-solving skills.

Ability to work independently and collaboratively in a fast-paced environment

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Quality Analyst