Quality Assurance Analyst

ResultsCX; Bengaluru; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Competitive salary package

Transport facility for night shifts

Health insurance and other employee benefits

Opportunities for career growth and skill enhancement

Supportive and dynamic work environment

Job summary

A leading healthcare company is seeking a Quality Assurance Analyst to monitor agent performance in Bangalore. The role focuses on ensuring quality standards in a healthcare voice process. Ideal candidates will have 1–2 years of experience and strong analytical skills. This position offers competitive pay and a supportive work environment with fixed night shifts.

Qualifications

• 1–2 years as a Quality Analyst in a healthcare voice process or BPO environment.
• Strong understanding of healthcare processes, claims, and customer service metrics.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Comfortable working fixed night shifts to align with international client requirements.

Responsibilities

• Monitor and evaluate live or recorded calls to ensure adherence to quality standards.
• Identify gaps in agent performance and provide actionable feedback.
• Conduct quality calibration sessions with team leaders.
• Prepare detailed reports and dashboards on agent performance.
• Collaborate with trainers for corrective action plans.

Skills

Quality monitoring and evaluation

Communication and feedback delivery

Analytical and problem-solving abilities

Attention to detail and accuracy

Collaboration and teamwork

Time management and organization

Education

Graduate in any discipline

Tools

Quality monitoring tools

CRM platforms

MS Office applications

Job description

Join to apply for the Quality Assurance Analyst role at ResultsCX

Job Title: Quality Analyst – Healthcare Voice Process

Location: Bangalore, India

Job Type: Full-Time

Shift: Fixed Night Shifts

Job Summary

We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our healthcare contact center team in Bangalore. The QA will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in healthcare voice processes and a keen eye for detail.

In This Role You Will

• Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
• Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
• Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
• Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
• Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
• Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.
• Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
• Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

Qualifications

• Education: Graduate in any discipline.
• Experience: 1–2 years as a Quality Analyst in a healthcare voice process or BPO environment.
• Strong understanding of healthcare processes, claims, and customer service metrics.
• Excellent verbal and written communication skills.
• Strong analytical skills with the ability to identify trends and recommend solutions.
• Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
• Comfortable working fixed night shifts to align with international client requirements.

Key Skills

• Quality monitoring and evaluation
• Communication and feedback delivery
• Analytical and problem-solving abilities
• Attention to detail and accuracyCollaboration and teamwork
• Time management and organization

Benefits

• Competitive salary package
• Transport facility for night shifts
• Health insurance and other employee benefits
• Opportunities for career growth and skill enhancement
• Supportive and dynamic work environment

ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law.