Team Lead/Process Trainer/Quality Analyst

Walk IN Details

Walk In Date- 18th July 2025

Date In Time- 2:00 PM - 7:00 PM IST

Venue- TELUS Digital, DLF World Tech Park, 7th Floor, Tower B2 & B3, Sector 30, Gurugram, Haryana 122001

Team Lead, Customer Experience Analyst (QA) & Process Trainer – Healthcare Voice process

This role is critical in supporting a team that serves patients, healthcare professionals, and caregivers — requiring attention to detail, empathy, regulatory awareness, and a passion for continuous improvement.

Key Responsibilities

Leadership & Team Development

• Lead a team of QA Analysts and Process Trainers within healthcare operations
• Support team goals through effective delegation, performance coaching, and mentoring
• Partner with cross-functional teams (clinical, compliance, operations, and digital product) to drive alignment and process excellence

Quality Assurance (QA) & Compliance

• Monitor and evaluate customer interactions (phone, chat, email) to ensure adherence to healthcare regulations (PHIPA, HIPAA), clinical accuracy, and empathetic service delivery
• Develop healthcare-specific QA scorecards and evaluation frameworks
• Deliver insights to identify trends, training needs, and areas for service improvement
• Drive calibration sessions with QA and Ops leadership to ensure consistency

Training & Process Enablement

• Create and deliver onboarding, refresher, and upskilling training programs for healthcare support agents
• Ensure training content is aligned with TELUS Health’s compliance, digital tools, and updated workflows
• Maintain knowledge bases, process documentation, and SOPs
• Track training effectiveness and agent performance metrics post-training

Must-Have Requirements:

• Minimum 1 or more years of experience as a Process Trainer/Quality Analyst/Team lead in an International Voice Process Health and Welfare domain
• Strong knowledge of US healthcare benefits, insurance plans, and regulatory compliance
• Excellent presentation, facilitation, and communication skills
• Ability to manage end-to-end training cycles from planning to execution and evaluation
• Proficiency in MS Office (Excel, PowerPoint, Word)

Preferred Skills:

• Prior experience in a BPO/KPO setup
• Exposure to virtual/remote training delivery tools
• Instructional design knowledge is a plus
• Training certifications (e.g., TTT, CPTM) are an added advantage