Quality Analyst - International Voice / Healthcare Process
- Access Healthcare
- 0 - 6 years
- Chennai
- 9 days ago
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Job Description
Greetings from Access Healthcare!!!
Job Description:
QUALITY ANALYST EXPERIENCE IS MANDATORY ( Minimum 6 Months experience needed in handling QA for international voice process )
Call/Share your Resume to WhatsApp number for scheduling interview - Tharshini HR - 9342521***
Access Healthcare is hiring experienced Quality Analysts to monitor and improve the quality of inbound and outbound call interactions within our Healthcare / RCM operations. The ideal candidate should have strong call audit experience, excellent communication skills, and the ability to coach agents for performance improvement.
Key Responsibilities:
- Conduct call audits for inbound and outbound calls ( patient support / healthcare process).
- Assess call quality based on compliance, communication, accuracy, and process adherence.
- Provide clear, actionable feedback to agents to improve their performance.
- Identify quality gaps and work with Operations & Training teams to implement corrective actions.
- Participate in internal & client calibration sessions to ensure scoring alignment.
- Maintain daily/weekly quality dashboards and reports.
- Perform Root Cause Analysis (RCA) for recurring quality issues.
- Ensure adherence to client SOPs, policies, and SLAs.
Required Skills & Qualifications
- 1 year - 5 years of experience as a Quality Analyst in an international voice process Mandatory.
- Age - Below 40
- Night Shift only
- Looking for Immediate / 15 days NP
- Strong knowledge of call quality parameters and evaluation methods.
- Experience handling QA for inbound and outbound voice processes.
- Excellent verbal & written communication skills.
- Good analytical, listening, and coaching abilities.
- Proficiency in MS Excel and quality reporting tools
- Strong understanding of QA/QC principles, methods, and tools.
- Excellent communication skills for effective collaboration with cross-functional teams.
- Ability to work independently with minimal supervision while prioritizing tasks effectively.
Regards,
Tharshini HR - 9342521***
Job Classification
Industry: BPM / BPOFunctional Area / Department: Customer Success, Service & OperationsRole Category: Voice / BlendedRole: Voice / Blended - OtherEmployement Type: Full timeContact Details:
Company: Access HealthcareLocation(s): Chennai
Keyskills: QC Quality Control Quality Audit Qa/Qc Quality Check Quality Management Quality Assurance
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