Quality Analyst MLR

You are an emerging Global Business Process Outsourcing company with a strong presence in multiple countries including the U.S., India, and the Philippines. Over nearly two decades, you have expanded into a global organization dedicated to providing personalized contact centers, business processing, and technology outsourcing solutions to clients worldwide. Your commitment to leveraging advanced AI technologies to enhance customer experience and operational efficiency sets you apart as a trusted partner in meeting the dynamic demands of the global market. As a Quality Analyst in the voice process operations team, you will play a crucial role in ensuring the quality of calls handled by agents meets established standards, enhances customer satisfaction, and aligns with company policies. Your responsibilities will include monitoring and evaluating inbound and outbound voice calls, providing feedback and coaching to agents for improvement, analyzing quality trends, maintaining call quality scorecards and audit reports, collaborating with the training team for process enhancements, and ensuring compliance with internal quality standards and external regulations. To excel in this role, you should have at least 2 years of experience as a Quality Analyst in a voice-based BPO environment, possess excellent communication and listening skills, demonstrate a strong understanding of call center metrics and KPIs, be familiar with QA tools and call monitoring software, exhibit the ability to deliver constructive feedback effectively, maintain a keen analytical mindset with attention to detail, thrive in a fast-paced environment, be proficient in MS Excel and reporting, have experience in international voice processes, and be comfortable working with CRM and ticketing systems.,