Quality Analyst

4 weeks ago

Hyderabad, Telangana, India Firstsource Full time
  • Participate in and/or lead calibration sessions with Client partners, Trainers/Subject Matter Experts, Team Leaders and other Quality Analysts to ensure consistency in scoring and feedback delivery
  • Generate regular quality performance reports (e.g., daily, weekly, monthly) highlighting key trends, areas of concern, and opportunities for improvement.
  • Ensure agent adherence to all company policies, procedures, regulatory guidelines (e.g., CMS regulations for Medicare), and client-specific requirements and escalate potential compliance risks based on audit findings.
  • Assess the overall member experience and identify opportunities to improve caller satisfaction.
  • Participate in performance review discussions with Operations where quality data is relevant and offer support agent performance improvement initiatives.

Strong Healthcare Background (Non-negotiable):

  • In-depth knowledge of US healthcare , Medicare , Medicaid, ACA, and/or private health insurance plans, benefits, and terminology.
  • Comprehensive understanding of healthcare regulations including HIPAA, CMS guidelines, and state-specific privacy laws.

Demonstrated Expertise in Quality Assurance:

  • Proven experience in conducting comprehensive call/interaction monitoring and audits.
  • Strong analytical skills with the ability to interpret complex data, identify trends, and pinpoint root causes of quality issues.
  • Proficiency in developing and implementing effective quality improvement plans.
  • Experience in generating reports using Excel or other platforms
  • Ability to lead and participate in calibration sessions to ensure consistency and objectivity.

Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or

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