Quality Analyst

Key Responsibilities

• Conduct regular audits of phone calls, emails, or chats to assess accuracy, medical terminology usage, and soft skills.
• Ensure all interactions strictly adhere to healthcare regulations (like HIPAA) and internal security protocols.
• Facilitate 1-on-1 coaching sessions with agents to discuss performance trends and areas for improvement.
• Prepare weekly and monthly quality reports for Team Leads and Operations Managers to identify training gaps.
• Participate in calibration sessions with clients and management to ensure consistent scoring across the board.

Qualifications

• At least 1–2 years of experience in a BPO environment, preferably in a Quality Analyst role.
• Previous experience handling Healthcare accounts (e.g., Medical Billing, Insurance Verification, or Patient Scheduling) is highly preferred.
• Strong understanding of HIPAA and Protected Health Information (PHI) guideline...