Quality Assurance Analyst (#25622635)

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.

What’s Your Greater? Come find it at ResultsCX!

• • Monitor and evaluate live or recorded calls to ensure adherence to quality standards, scripts, and compliance protocols.
  • Identify gaps in agent performance and provide actionable feedback to improve communication, problem-solving, and customer service skills.
  • Conduct quality calibration sessions with team leaders, trainers, and operations to align on quality expectations.
  • Prepare detailed reports and dashboards on agent performance, quality scores, and common issues.
  • Collaborate with trainers and team leaders to design and implement corrective action plans for underperforming agents.
  • Ensure compliance with client-specific guidelines, HIPAA regulations, and company policies.
  • Analyse call trends and customer feedback to identify training needs and process improvement opportunities.
  • Assist in developing quality standards and guidelines to enhance service delivery and customer satisfaction.

• Strong product knowledge, and good grasp/understanding of customer care expectations, quality, and verifications guidelines
• Exceptional time management, listening, and analytical skills
• Basic to Intermediate computer experience, including MS Office applications
• Above average oral, written, and interpersonal communication skills; coupled with pleasant disposition and detail orientedness
• The ability to work well independently  or in a team environment, provide on-call support, and work a flexible schedule
• Experience in the same position. Strong knowledge of customer care processes and techniques, preferred
• Extensive knowledge of Customer Care Expectations & Quality Guidelines
• Strong computer and software skills; proficient in Microsoft Office: Word, Excel and PowerPoint; and other QA tools: SharePoint, Formstack, CSI/VLauncher,  Zero Variance, Hyper Quality, TPG , Salesforce, etc.
• Dedication to providing exceptional customer service
• At least 6 months tenure at Results for internal candidates with good metrics (especially QA & CSAT scores)

• 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.