Call Monitoring

1 week ago


Noida Sector Noida Uttar Pradesh, India CIPHERSQUARE PAYMENT SOLUTIONS PRIVATE LIMITED Full time

**Job Title**: Call Monitoring Specialist - Health Insurance
**Location**: NOIDA SECTOR 15

**Job Type**: Full-Time
**Department**: Quality Assurance / Customer Service
**Reports To**: Quality Assurance Manager / Call Center Manager

**Job Summary**:
**Key Responsibilities**:

- Monitor and evaluate recorded and live calls of customer service representatives to ensure adherence to company policies, procedures, and regulatory guidelines (e.g., HIPAA, CMS).
- Assess call quality using established scoring guidelines and provide objective feedback to agents and supervisors.
- Identify trends, service gaps, or compliance risks through call analysis.
- Collaborate with training and operations teams to develop performance improvement plans based on call evaluations.
- Provide regular reports and data-driven insights on call center quality metrics and KPIs.
- Maintain detailed documentation of evaluation results, coaching outcomes, and agent performance.
- Stay up-to-date with industry regulations and best practices relevant to health insurance and customer service.
- Participate in calibration sessions with quality assurance team members to ensure scoring consistency.

**Qualifications**:

- High school diploma or equivalent required; associate or bachelor’s degree in healthcare, business, or a related field preferred.
- 2+ years of experience in a call center environment, preferably within health insurance or healthcare.
- Prior experience in call monitoring, quality assurance, or auditing strongly preferred.
- Working knowledge of HIPAA regulations and healthcare terminology.
- Strong analytical and problem-solving skills.
- Excellent written and verbal communication skills.
- Proficiency in call monitoring systems, CRM platforms, and Microsoft Office Suite.

**Job Types**: Full-time, Permanent

Pay: ₹20,000.00 - ₹300,000.00 per month

**Benefits**:

- Provident Fund

Schedule:

- Day shift
- Morning shift

Application Question(s):

- Helath insurance ONLY

Work Location: In person

**Speak with the employer**
+91 9910091304



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