Quality Analyst- US heathcare - Day shift

Job Description

We are HIRING!!!!! Job Summary: We are seeking a detail-oriented and experienced Quality Analyst with a strong background in the healthcare domain and voice process to monitor, evaluate, and improve the quality of inbound and outbound calls. The ideal candidate will be responsible for ensuring compliance with regulatory standards (such as HIPAA), internal quality benchmarks, and client-specific guidelines while identifying training needs and process improvement opportunities. Key Responsibilities: Monitor and evaluate voice calls (inbound and outbound) related to healthcare processes (e.g., patient support, insurance verification, prior authorization, etc.). Conduct root cause analysis for quality issues and provide actionable feedback to agents and team leads. Audit call recordings for accuracy, compliance, empathy, communication skills, and adherence to protocols. Generate and maintain QA reports and dashboards; highlight trends, recurring issues, and training opportunities. Collaborate with the training and operations teams to improve agent performance through coaching sessions and refresher training. Ensure compliance with HIPAA and other regulatory requirements during every interaction. Participate in calibration sessions with clients and internal teams to align on scoring standards. Support the development and updating of QA forms and SOPs as needed. Assist in driving continuous improvement in quality scores, customer satisfaction, and operational efficiency. Required Skills & Qualifications: Bachelors degree or equivalent; healthcare or life sciences background is preferred. 1+ years of experience in a QA role within a voice process in the healthcare/BPO/KPO industry. Strong understanding of healthcare processes (payer/provider), terminology, and US healthcare regulations (e.g., HIPAA, CMS). Exceptional communication and listening skills. Analytical mindset with attention to detail. Proficient in QA tools, MS Excel, and call monitoring software (e.g., NICE, Calabrio, Verint). Ability to provide constructive feedback and support performance improvement. Strong interpersonal skills and the ability to work cross-functionally. Preferred: Experience in auditing healthcare voice processes such as medical billing, prior authorization, or patient scheduling. Interested candidates can share their CV to Tripti- 6001395054 (Whatsapp only)