Job Description

Job Title: Quality Analyst Healthcare Voice Process
Location: Bangalore, India
Job Type: Full-Time
Shift: Fixed Night Shifts
We are looking for a detail-oriented and analytical Quality Analyst (QA) to join our healthcare contact center team in Bangalore. The QA will be responsible for monitoring and evaluating the performance of agents to ensure they meet quality standards, compliance requirements, and client expectations. This role is ideal for candidates with experience in healthcare voice processes and a keen eye for detail. In this role you will:
xc2xb7 Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
xc2xb7 Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
xc2xb7 Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
xc2xb7 Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
xc2xb7 Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
xc2xb7 Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.
xc2xb7 Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
xc2xb7 Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction. We are looking for someone who has:
xc2xb7 Education: Graduate in any discipline.
xc2xb7 Experience:
1-2 years of experience as a Quality Analyst in a healthcare voice process or BPO environment.
o Strong understanding of healthcare processes, claims, and customer service metrics.
xc2xb7 Excellent verbal and written communication skills.
xc2xb7 Strong analytical skills with the ability to identify trends and recommend solutions.
xc2xb7 Proficiency in using quality monitoring tools, CRM platforms, and MS Office applications.
xc2xb7 Comfortable working fixed night shifts to align with international client requirements.
xc2xb7 Quality monitoring and evaluation
xc2xb7 Communication and feedback delivery
xc2xb7 Analytical and problem-solving abilities
xc2xb7 Attention to detail and accuracy
xc2xb7 Collaboration and teamwork
xc2xb7 Time management and organization Why join our ResultsCX team?
xc2xb7 Competitive salary package
xc2xb7 Transport facility for night shifts
xc2xb7 Health insurance and other employee benefits
xc2xb7 Opportunities for career growth and skill enhancement
xc2xb7 Supportive and dynamic work environment
About ResultsCX
ResultsCX is a premier customer experience partner to Fortune 100 and 500 companies. We design, build, and deliver digitally influenced customer journeys that achieve the satisfaction and loyalty brands need to thrive and grow, while improving efficiency and reducing costs. ResultsCXs 30+-year track record for reimagining the customer experience to meet consumers evolving expectations has driven growth to more than 20 geographic hubs and approximately 20,000 colleagues worldwide. Our core expertise extends to actionable analytics, contact center as a service (CCaaS), and our own SupportPredict AI-powered digital experience platform. Our strength lies in exceptional individuals working together in a high-performing, fun culture to deliver next-generation customer experiences on behalf of our clients.
ResultsCX is an equal opportunity and affirmative action employer and will consider all qualified applicants without regard to race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, or any other protected factors under federal, state, or local law. '