Job Description

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:

We are seeking a detail-oriented and analytical

Call Monitoring Specialist

to join our health insurance team. This role is critical in ensuring the highest quality of customer interactions by monitoring and evaluating inbound and outbound calls for compliance with internal standards and regulatory requirements. The ideal candidate will play a key role in enhancing the customer experience, ensuring accurate information delivery, and identifying training opportunities for call center staff.

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