Lead Quality Analyst -UK Process

Narayana Health (NH); Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

Narayana Health (NH) in Bengaluru is seeking a seasoned Quality Analyst for the UK Voice Process. The role focuses on monitoring and evaluating calls, coaching, calibration, and regulatory compliance to ensure world-class service standards.

You will analyze trends, prepare reports, and mentor new hires in a fast-paced healthcare customer experience environment. Flexibility for UK shifts is required.

Responsibilities

• Call monitoring and evaluations per month based on quality parameters.
• 1-on-1 coaching sessions to bridge performance gaps.
• Lead calibration sessions with operations and client stakeholders.
• Identify recurring process gaps and propose actionable recommendations.
• Ensure compliance with data protection laws (GDPR/UK) and internal frameworks.
• Prepare quality performance reports, scorecards, and trend analyses for leadership.
• Assist in nesting and floor readiness evaluations for new batches joining UK voice process.

Job description

• Position Title: Quality Analyst (QA)
• Process: UK Voice Process (Healthcare / Customer Experience)
• Experience Required: Minimum 6 Years
• Location: Electronic City / Bommasandra Area, Bangalore
• Employment Type: Full-Time

Role Summary

We are seeking a seasoned and result-oriented Quality Analyst with extensive experience in managing and evaluating UK Voice Processes. The ideal candidate will possess a sharp ear for voice quality, a deep understanding of UK English accents, idioms, and customer service expectations, and a proven track record of coaching agents to deliver world-class service standards.

Key Responsibilities

• Call Monitoring & Evaluations: Conduct a mandated number of live/recorded UK voice call evaluations per month based on predefined quality parameters (CSAT, compliance, accuracy, and soft skills).
• Coaching & Feedback: Drive 1-on-1 coaching sessions and feedback loops with floor agents and team leads to bridge performance gaps and improve overall metrics.
• Calibration Sessions: Lead regular internal and external calibration sessions with operations and client stakeholders to ensure scoring consistency.
• Root Cause Analysis (RCA): Identify recurring process gaps, customer pain points, or training deficiencies and propose actionable recommendations to management.
• Process Compliance: Ensure all healthcare/customer communication strictly adheres to data protection laws (such as GDPR guidelines relevant to UK processes), HIPAA (where applicable), and internal compliance frameworks.
• Reporting & Dashboards: Prepare daily, weekly, and monthly quality performance reports, scorecards, and trend analyses for senior leadership.
• New-Hire Mentorship: Assist in nesting and floor readiness evaluations for new batches joining the UK voice process.

Candidate Profile & Requirements

• Experience: Minimum of 6 years of overall experience, with at least 610 years specifically as a Quality Analyst handling a UK Voice Process.
• Education: Bachelor’s degree in any stream from a recognized university.
• Communication Skills: Exceptional verbal and written communication skills in English, with a strong familiarity with UK accent nuances and professional phrasing.
• Domain Knowledge: Prior experience in Healthcare, TPA, medical billing, or international customer service quality assurance is highly preferred.
• Technical Skills: Proficiency in MS Office Suite (Excel, PowerPoint) and familiar with CRM tools, audio logging, and quality monitoring software.
• Work Shift: Flexibility to work in rotational/UK shifts as per business requirements.