Quality Assurance Analyst- International Voice Process

Harmony United Psychiatric Care; Hyderabad; On-site; INR 600,000 - 900,000; Full time

Benefits offered by this job

Health insurance

Four-day workweek (Mon-Thur)

Food and cab drop

Job summary

Harmony United Medsolutions Pvt. Ltd. in Hyderabad, Telangana, seeks an experienced Quality Assurance Analyst with a strong background in International Voice Process Auditing.

The ideal candidate has 3 years in international calling and at least 2 years in call auditing, to monitor and improve agent performance and ensure QA standards compliance. Responsibilities include auditing calls, creating scorecards, providing coaching, and driving continuous process improvements.

Qualifications

• Bachelor's degree is required.
• 3 years of experience in International Calling.
• 2 years of experience in Call Auditing / Quality Assurance.
• Strong knowledge of QA methodologies, tools, and call monitoring systems.
• Strong analytical thinking and attention to detail.

Responsibilities

• Conduct daily audits of inbound and outbound international voice calls to evaluate agent performance against predefined quality parameters.
• Create and maintain quality scorecards, audit reports, and agent performance trackers.
• Evaluate calls for communication, process adherence, compliance, accuracy, and overall customer experience.
• Provide constructive feedback and coaching to agents based on audit findings.
• Collaborate with Team Leaders and Operations Managers to implement performance improvement plans.
• Ensure compliance with client-specific guidelines and internal quality assurance frameworks.
• Identify recurring quality gaps and recommend appropriate corrective actions.
• Identify critical errors and compliance issues and elevate them appropriately.
• Conduct quality calibration sessions with Operations and Training teams.
• Assist in developing training materials, SOPs, and quality benchmarks.
• Analyze quality trends and identify opportunities for continuous process improvement.
• Prepare weekly and monthly quality reports, performance summaries, and insights for leadership review.
• Support the implementation and continuous improvement of quality assurance processes and standards.

Skills

Excellent communication

Call monitoring

Quality scorecards

MS Excel

Feedback & coaching

QA methodologies

Attention to detail

Analytical thinking

Independent work

Education

Bachelor's degree

Job description

Job Title: Quality Assurance Analyst

Location: Hyderabad, Telangana
Company: Harmony United Medsolutions Pvt. Ltd.

About Us

Harmony United Medsolutions Pvt. Ltd. (HUMS) is a dynamic and innovative company dedicated to revolutionizing the healthcare industry. We take pride in being a reliable healthcare management partner to Harmony United Psychiatric Care, a US-based healthcare company.

With nine years of experience, we have developed and delivered end-to-end services in medical billing, A/R management, and other essential healthcare functions. We are committed to excellence, innovation, and continuous improvement. As we continue to grow, we are seeking talented professionals to join our team and contribute to our ongoing success.

Position Overview

We are seeking an experienced Quality Assurance Analyst with a strong background in International Voice Process Auditing. The ideal candidate will have a minimum of 3 years of experience in international calling, including at least 2 years of hands-on experience in call auditing.

The role will be responsible for monitoring, evaluating, and improving the performance of customer service representatives in an international voice support environment. The successful candidate will play a key role in ensuring compliance with quality standards, enhancing customer satisfaction, and providing insights for continuous process improvement.

Responsibilities

• Conduct daily audits of inbound and outbound international voice calls to evaluate agent performance against predefined quality parameters.
• Create and maintain quality scorecards, audit reports, and agent performance trackers.
• Evaluate calls for communication, process adherence, compliance, accuracy, and overall customer experience.
• Provide constructive feedback and coaching to agents based on audit findings.
• Collaborate with Team Leaders and Operations Managers to implement performance improvement plans.
• Ensure compliance with client-specific guidelines and internal quality assurance frameworks.
• Identify recurring quality gaps and recommend appropriate corrective actions.
• Identify critical errors and compliance issues and elevate them appropriately.
• Conduct quality calibration sessions with Operations and Training teams.
• Assist in developing training materials, SOPs, and quality benchmarks.
• Analyze quality trends and identify opportunities for continuous process improvement.
• Prepare weekly and monthly quality reports, performance summaries, and insights for leadership review.
• Support the implementation and continuous improvement of quality assurance processes and standards.

Required Skills

• Excellent verbal and written communication skills.
• Strong listening, analytical, and attention-to-detail skills.
• Hands-on experience with call monitoring and quality scorecards.
• Good knowledge of MS Excel and reporting.
• Ability to provide effective feedback and coaching.
• Strong problem-solving and interpersonal skills.
• Ability to work independently and consistently meet audit targets.
• Strong knowledge of QA methodologies, tools, and call monitoring systems.
• Ability to handle sensitive conversations professionally and provide constructive feedback.
• Experience with customer satisfaction metrics such as CSAT, NPS, FCR, and other relevant KPIs is a plus.

Qualification & Experience

• Bachelor's degree is required.
• Minimum 3 years of experience in International Calling.
• Minimum 2 years of experience in Call Auditing / Quality Assurance.
• Strong knowledge of quality assurance methodologies, tools, and call monitoring systems.
• Strong analytical thinking and attention to detail.

Preferred Qualifications

• Experience in Healthcare, BPO, International Voice Process, or Customer Service.
• Knowledge of RCA, CAPA, calibration, and quality improvement methodologies.
• Experience working with international clients or US-based processes is preferred.

Diversity, Equality, and Inclusion

Diversity, equality, and inclusion are fundamental to our success at HUMS. We actively promote diversity across all aspects of our organization, including but not limited to gender, race, ethnicity, sexual orientation, religion, disability, and age.

We strive to foster an inclusive culture where diverse perspectives are embraced and everyone has equal opportunities to grow, contribute, and succeed.

Benefits

• Competitive salary, including EPF and applicable statutory benefits.
• Health insurance.
• Four-day workweek (Monday-Thur).
• Opportunities for career growth and professional development.
• Additional benefits, including food and cab drop.

Note: Candidates must be available to take calls between 4:45 PM and 3:45 AM IST, Monday through Thursday.