Quality Assurance Analyst

4 weeks ago

Hyderabad, Telangana, India Harmony United Psychiatric Care Full time

Job Title Quality Assurance Analyst Location Hyderabad Telangana Company Harmony United Medsolutions Pvt LtdAbout us Harmony United Medsolutions Pvt Ltd HUMS is a dynamic and innovative company dedicated to revolutionizing the Healthcare Industry We at HUMS take pride in being a reliable partner as a Healthcare Management Company With nine years of experience we have perfected our end-to-end services in medical billing A R management and other essential healthcare facets We provide our services to Harmony United Psychiatric Care a US-based Healthcare Company We pride ourselves on our commitment to excellence creativity and pushing the boundaries of what s possible As we continue to grow we seek a talented candidate to join our team and contribute to our exciting projects 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 hands-on experience monitoring evaluating and improving the performance of customer service representatives in an international voice support environment This role will be instrumental in ensuring compliance with quality standards enhancing customer satisfaction and delivering insights for continuous process improvement Responsibilities Conduct daily audits of inbound and outbound international voice calls to evaluate the performance of agents against pre-defined quality parameters Create and maintain quality scorecards audit reports and agent performance trackers Collaborate with team leaders and operations managers to implement performance improvement plans Ensure compliance with client-specific guidelines and internal quality assurance frameworks Assist in developing training materials SOPs and quality benchmarks Analyze data and generate insights and reports on a weekly monthly basis for leadership review Qualification A candidate must have a bachelorxe2x80x99s degree Candidate must have at least 3 years of experience in International Voice Audit Strong knowledge of QA methodologies tools and call monitoring systems Ability to provide constructive feedback and handle sensitive conversations professionally Experience with customer satisfaction CSAT NPS FCR and other KPIs is a plus Strong analytical thinking and attention to detail 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 PS Health insurance Four daysxe2x80x99 workweek Monday xe2x80x93 Thursday Opportunities for career growth and professional development Additional benefits like food and cab-drop are available Please submit your resume and cover letter detailing your relevant experience and why you fit this role perfectly We look forward to hearing from you In case of any queries please feel to reach out us at recruitment hupcfl comNote Available to take calls between 4 45 PM to 3 45 AM IST only from Monday to Thursday LI-DNIPowered by JazzHR Harmony United Psychiatric Care

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