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Quality Analyst Call Centre & Chat

Fresher   Kochi, Kerala   19 Aug, 2025
33 Holdings Global
Job LocationKochi, Kerala
EducationNot Mentioned
SalaryNot Disclosed
IndustryBPO / Call Center
Functional AreaNot Mentioned
EmploymentTypeFull-time

Job Description

    As a Quality Assurance Specialist in the healthcare industry, your main responsibility is to evaluate voice and chat interactions regarding patient inquiries, appointment scheduling, insurance claims, billing, and medical service coordination. It is crucial to ensure that these interactions comply with HIPAA regulations or local healthcare guidelines such as QCHP/HAAD for data confidentiality. You will utilize QA scorecards to meticulously audit agent conversations, identifying areas for improvement, training needs, and knowledge gaps. Your role also involves delivering constructive feedback to agents and conducting coaching sessions with team leads. Tracking performance metrics, preparing quality reports, and dashboards are essential tasks to monitor and enhance service quality. Collaboration with Operations, Training, and Compliance teams through calibration sessions is necessary to align processes and ensure consistent quality standards. Participation in process audits and staying updated on healthcare guidelines and regulatory changes are integral parts of this role.To be successful in this position, you are required to have a Bachelors degree in any discipline, with a background in healthcare or life sciences being advantageous. You should possess a minimum of 3 years of experience as a QA in a healthcare BPO or clinical support process, specializing in voice and chat interactions. Familiarity with healthcare systems like EMR, EHR, insurance workflows, or medical terminologies will be beneficial. Strong communication, analytical, and interpersonal skills are essential for effectively evaluating and providing feedback on agent interactions. Proficiency in MS Office and QA tools is necessary to document findings accurately and prepare quality reports.This is a full-time position with a fixed morning shift schedule. The work location is in person. If you are interested in this opportunity, please contact the employer at 91 hidden_mobile for further discussions.,

Keyskills :
Healthcare BPOClinical SupportHIPAATrainingProcess ImprovementFeedbackCoachingPerformance MetricsDashboardsCalibrationComplianceEMREHRCommunicationAnalytical SkillsInterpersonal SkillsMS OfficeData ConfidentialityQA ScorecardsQuality

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