Quality Analyst (Healthcare Account)
- Posted 2 months ago
- Be among the first 10 applicants
Job Description
Responsibilities
- Audit recorded or live transactions (voice calls and digital interactions) to evaluate agent performance based on established quality metrics.
- Ensure 100% adherence to HIPAA (Health Insurance Portability and Accountability Act) and PHI (Protected Health Information) guidelines to protect patient privacy.
- Provide constructive feedback and coaching sessions to agents to help them improve their communication skills, medical terminology accuracy, and overall performance.
- Participate in regular quality calibration sessions with Team Leaders and Operations Managers to ensure consistent scoring standards.
- Track quality trends, identify recurring errors, and prepare weekly/monthly quality reports for management.
- At least 1–2 years of experience as an agent or QA in a BPO setting, preferably handling a Healthcare or Medical insurance account.
- Strong familiarity with healthcare customer service standards, medical billing/claims terminology, and HIPAA compliance.
- Exceptional listening, analytical, and communication skills. Strong attention to detail is a must
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