Quality Analyst | Contact Center | UK

Techshell Software; Bengaluru; On-site; INR 900,000 - 1,200,000; Full time

Job summary

Techshell Software seeks a Quality Analyst for Patient Experience Support in Bangalore, focusing on monitoring patient interactions to ensure quality and compliance with healthcare guidelines. Role involves audits, feedback, and collaboration with operations to drive improvements.

The candidate should have 5–7 years of international voice experience, 2+ years as QA, UK voice process exposure, and healthcare domain familiarity. Office-based role in Bengaluru.

Qualifications

• Graduate / Any Degree preferred.
• Excellent English communication skills.

Responsibilities

• Audit inbound/outbound calls, emails, and patient portal interactions.
• Evaluate communication, process adherence, compliance, and soft skills.
• Provide actionable feedback and coaching recommendations to operations teams.
• Conduct calibration sessions with Team Leaders, Trainers, and Managers.
• Prepare quality scorecards, dashboards, and trend analysis reports.
• Identify recurring errors and recommend process improvement initiatives.
• Ensure adherence to GDPR, healthcare compliance, and company policies.
• Track and maintain quality KPIs and audit documentation.
• Support client audits and internal quality reviews.

Skills

Strong communication

Interpersonal skills

Customer service

Problem solving

Analytical abilities

Team collaboration

Education

Graduate / Any Degree

Job description

Client: Healthcare / Hospital

Role: Quality Analyst Patient Experience Support

Department: Contact Centre

Industry: Healthcare / Contact Centre UK Voice Process

Shift Timing: UK Shift (12 Noon – 11 PM IST)

Working Days: 5 Days working with Rotational Offs

Location: Bangalore – India (Work from Office)

Job Summary

The Quality Analyst is responsible for monitoring and evaluating patient interactions to ensure compliance with quality standards, client expectations, and healthcare process guidelines.

Key Responsibilities

• Audit inbound/outbound calls, emails, and patient portal interactions.
• Evaluate communication, process adherence, compliance, and soft skills.
• Provide actionable feedback and coaching recommendations to operations teams.
• Conduct calibration sessions with Team Leaders, Trainers, and Managers.
• Prepare quality scorecards, dashboards, and trend analysis reports.
• Identify recurring errors and recommend process improvement initiatives.
• Ensure adherence to GDPR, healthcare compliance, and company policies.
• Track and maintain quality KPIs and audit documentation.
• Support client audits and internal quality reviews.

Qualifications

• Graduate / Any Degree preferred
• Excellent English communication skills

Experience

• Minimum 5–7 years of international voice experience
• Minimum 2 years' experience as Quality Analyst
• UK voice process experience mandatory
• Healthcare experience preferred

Required Skills

• Strong communication and interpersonal skills
• Customer service orientation
• Problem-solving and analytical abilities
• Good computer and reporting skills
• Ability to work in a fast-paced environment
• Team collaboration and stakeholder management

General Expectations

• Adhere to company policies and compliance requirements
• Maintain professionalism and confidentiality
• Complete mandatory trainings within timelines
• Support business continuity and operational excellence