Quality Analyst (#25614072)

Job Summary: Quality Analyst - Healthcare Voice Processes

We are looking for a detail-oriented Quality Analyst (QA) with at least 1 year of QA experience in voice processes, preferably in the US healthcare domain. The ideal candidate will have strong analytical skills, a keen eye for detail, and the ability to evaluate and enhance service quality. This role focuses on monitoring agent performance, ensuring compliance with healthcare regulations, and driving continuous improvement in customer interactions. Night shift availability is required.

· Monitor and evaluate outbound/inbound calls to ensure adherence to quality standards and compliance with HIPAA and other healthcare regulations.

· Analyse call recordings and provide detailed feedback to agents on communication, problem-solving, and compliance.

· Identify areas for improvement in agent performance and recommend actionable solutions to address gaps.

· Develop and maintain quality monitoring systems, checklists, and scorecards to track performance metrics.

· Collaborate with team leaders and trainers to design and implement improvement plans.

· Conduct calibration sessions to align quality standards across teams and ensure uniform evaluation practices.

· Prepare quality reports and dashboards, highlighting trends, common issues, and opportunities for improvement.

· Stay updated on industry standards, healthcare guidelines, and company policies to ensure ongoing compliance.

· Provide insights to enhance overall customer satisfaction and operational efficiency.

· At least 1 year of experience as a Quality Analyst in voice processes, preferably in the US healthcare sector.

· Strong understanding of quality assurance methodologies, call evaluation techniques, and compliance standards.

· Excellent verbal and written communication skills, with a focus on providing constructive feedback.

· Knowledge of healthcare processes, medical terminologies, and HIPAA regulations (preferred).

· Proficiency in using QA tools, CRM platforms, and reporting systems.

· Strong analytical and problem-solving skills, with attention to detail.

· Ability to multitask, prioritize, and meet deadlines in a fast-paced environment.

· Willingness to work night shifts.

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Educational Qualification

· Bachelor’s degree in any field (preferred: Healthcare Administration, Business Management, or related areas).

• Frequent Employee events, games, parties, and all-around fun in the workplace
• Healthcare Benefits
• Opportunity to grow with ResultsCX if that’s “Your Greater”

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. ResultsCX’s 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.