5 Voice Audits Jobs

R1 RCM India is proud to be recognized amongst India's Top 50 Best Companies to Work For 2023 by Great Place To Work Institute. We are committed to transform the healthcare industry with our innovative revenue cycle management services. Our goal is to make healthcare simpler and enable efficiency for healthcare systems, hospitals, and physician practices. With over 30,000 employees globally, we are about 14,000 strong in India with offices in Delhi NCR, Hyderabad, Bangalore, and Chennai. Our inclusive culture ensures that every employee feels valued, respected, and appreciated with a robust set of employee benefits and engagement activities. Roles and Responsibilities: The job profile involves: Auditing for Onshore and BSO teams. The job will be to evaluate the web and voice transactions to make sure they are error free and compliant towards the process & sharing feedbacks to Onshore with transcribes typed by listening 100% of the patient's feedback surveys. Will do audits as per the weekly-monthly audit plan and do PKTs of the team members Participate in process & training calls as required Reports sharing to communicate performance effectively and timely with Ops and QA team Will be actively involved in creating audit & sample plan, feedback sharing & training the team members weekly, based on the themes identified. QA will be involved in weekly or biweekly calibration calls Will be actively involved in managing escalations received externally and internally Work closely with the Ops supervisors and quality team to develop agent & team level action plans for Quality improvement. May have to work long shifts whenever needed and to effectively handle challenging situations. Perform all other assigned tasks and responsibilities as assigned Desired Skills /or Work Experience Requirements: Well versed in transactional and voice audits(up to 100%) Should have working knowledge of sampling methods, PDCA, DPO, DPMO and other Quality Tools and methods Proficient in MS Office Should have Analytical and problem-solving skills Should be able to capture VOC and document effectively Should be able to prepare SOP and document process whenever required Ability to work independently and to carry out assignments to complete within parameters of instructions / SOP Should be flexible with working in 24/5 environment Should be good in abiding predefined instructions and processes Should be open and flexible towards ad-hoc projects & tasks Should have good feedback sharing skills Must have proven track record of performance in previous assignment Working in an evolving healthcare setting, we use our shared expertise to deliver innovative solutions. Our fast-growing team has opportunities to learn and grow through rewarding interactions, collaboration and the freedom to explore professional interests. Our associates are given valuable opportunities to contribute, to innovate and create meaningful work that makes an impact in the communities we serve around the world. We also offer a culture of excellence that drives customer success and improves patient care. We believe in giving back to the community and offer a competitive benefits package. To learn more, visit:

Quality Analyst (call audit or call monitoring) Job Description: Audit, Analyse, Report, Recommend, implement, and monitor preventative and corrective actions to ensure that quality assurance standards are achieved. Monitor and analyse customer support trends Basic understanding of various departments and tracking and recording their KPIs. Create criteria for agent performance measurement (QA scorecard) Assess agent performance over time Ensure that quality assurance standards are achieved Compile and analyse statistical data, including KPIs Identify strategies to implement improved internal processes Draft and execute quality assurance policies and procedures Good Coaching and Verbal Communication Empathetic And Emotionally Intelligent Goal-Oriented Belief In the Company’s Mission and Vision Skills Required: Quality control certification (Added Advantage). Excellent attention to detail. Excellent verbal and written communication. Data analysis and statistical aptitude. Good interpersonal skills. Call auditing Call monitoring Good knowledge of MS Office Good Presentation Skills

Educational Qualification : Graduation / Diploma / Degree or higher qualification in any discipline Experience Requirements 1. 3-9 years of Total experience 2. At least 3 years experience as voice coach 3. Excellent command over spoken and written English 4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English 5. Must have a zeal and passion for training & excellent interpersonal skills 6. Exposure in an international corporate environment is a must 7. Ability to perform in adverse situations 8. Should be well versed in handling computers esp. Word, Excel and Power Point 9. Willing to work in shifts in 24X7 environment Role Responsibilities 1. Voice audits & feedback 2. Voice audit process documentation as per business requirements 3. New hire training for new engineers. Documentation should be available on Attendance and assessment scores 4. Refresher training for every engineer. 5. Email / Chat audits based on business requirements. 6. Work with service desk competency tower and implement best practices 7. Work with Delivery team and identify voice training needs 8. Training scheduling as per business requirements, training plan review and approval. 9. Continuous improvement in Voice competency at account level 10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining 11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables 12. Define / Revise weekly and daily report formats as per business requirements 13. Publish daily, weekly, monthly & quarterly reports 14. Ensure availability candidates for walkin interviews 15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles 16. New hires training on voice and soft skills 17. Provide Timelines for CSAT scores achievement and sustenance 18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery 19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer 20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issue .

Educational Qualification : Diploma / Degree or higher qualification in any discipline Experience Requirements 1. 3-9 years of Total experience 2. At least 3 years experience as voice coach 3. Excellent command over spoken and written English 4. Should be able to handle Grammar, Soft skills, Accent Neutralization, C/Service & Business English 5. Must have a zeal and passion for training & excellent interpersonal skills 6. Exposure in an international corporate environment is a must 7. Ability to perform in adverse situations 8. Should be well versed in handling computers esp. Word, Excel and Power Point 9. Willing to work in shifts in 24X7 environment Role Responsibilities 1. Voice audits & feedback 2. Voice audit process documentation as per business requirements 3. New hire training for new engineers. Documentation should be available on Attendance and assessment scores 4. Refresher training for every engineer. 5. Email / Chat audits based on business requirements. 6. Work with service desk competency tower and implement best practices 7. Work with Delivery team and identify voice training needs 8. Training scheduling as per business requirements, training plan review and approval. 9. Continuous improvement in Voice competency at account level 10. Develop voice skills of engineers to meet customer requirements in 6 months from date of joining 11. Ensure engineers attendance for trainings as planned unless there is a crisis impacting contractual deliverables 12. Define / Revise weekly and daily report formats as per business requirements 13. Publish daily, weekly, monthly & quarterly reports 14. Ensure availability candidates for walkin interviews 15. Complete voice screening of candidates in 24 hours during weekdays unless candidates list is more than 10 profiles 16. New hires training on voice and soft skills 17. Provide Timelines for CSAT scores achievement and sustenance 18. Improve & sustain CSAT scores on voice competency as per targets & timelines agreed with delivery 19. Weekly reviews with delivery team, Monthly & Quarterly reviews with delivery and customer 20. Participate in DSAT RCA review calls if the DSAT is due to voice competency issue .

Job Title: Quality Team Lead International Voice – Bangalore Exp: 5+ Yrs Exp CTC: 6.5 LPA NP: 0 – 30 Days Location: Electronic City, Bangalore Job Code: GO/JC/138/2025 Key Words: “Quality Assurance”, “Quality Analysis”, “Call Audit”, “Call calibration”, “Voice Audit”, CSAT, FCR, AHT, “QA scores”, “Calibration”, “7QC tool”, Job Summary: We are looking for a dedicated and experienced Team Leader – Voice Quality to oversee and ensure the delivery of top-notch voice interactions within our customer service team. The ideal candidate will have a strong background in voice process quality management, with at least 5 years of relevant experience. This role does not require healthcare domain expertise. Key Responsibilities: Lead and manage a team of quality analysts focused exclusively on voice processes. Monitor, evaluate, and improve voice interactions to ensure adherence to quality standards. Develop and implement quality assurance strategies, call evaluation frameworks, and feedback mechanisms. Identify performance gaps and conduct root cause analysis to recommend improvements. Conduct calibration sessions and training interventions to maintain consistency across teams. Prepare and present detailed quality reports and actionable insights to leadership. Stay updated with the latest quality tools and techniques specific to voice-based customer service. Work collaboratively with operations and training teams to drive quality improvements. Required Skills & Qualifications: Minimum 5 years of experience in voice quality assurance, including at least 1–2 years in a leadership role. Strong understanding of QA methodologies specific to voice-based BPO/Contact Center environments. Excellent communication, analytical, and coaching skills. Proven ability to manage performance metrics and quality audits effectively. Experience in using quality monitoring tools and CRM systems. Ability to thrive in a fast-paced, dynamic environment.