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Job Description & How to Apply Below
Key Responsibilities
Conduct regular call audits for US healthcare voice agents
Provide structured feedback and coaching to improve CSAT and quality scores
Identify performance gaps through RCA and trend analysis
Ensure adherence to HIPAA, compliance, and process guidelines
Work closely with Operations and Training teams on improvement plans
Maintain quality scorecards, reports, and dashboards
Participate in calibration sessions with clients and internal stakeholders
Drive continuous improvement initiatives across the floor
Must Have
2–5 years of experience as a Quality Analyst in a BPO Voice process
Mandatory experience in US Healthcare process
Strong knowledge of call quality parameters, audit formats, and feedback mechanism
Experience in HIPAA / Compliance-driven environment
Good communication and stakeholder management skill
Work Details
Location:
Mumbai
Shift: US Rotational Shifts
Week Offs:
Rotational
Industry: BPO / Customer Service / US Healthcare
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