Quality Assurance Analyst-International Voice Call Center

6 days ago

Hyderabad, Telangana, India Harmony United Psychiatric Care Full time

Job Title: Quality Assurance Analyst -International Voice Call Center

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 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 bachelor's 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 days' workweek (Monday – 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

Note: Available to take calls between 5:45 PM to 4:45 AM IST only from Monday to Thursday.

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