Job Title: Team Lead – Quality Analyst (US Voice Process & US Healthcare Recruitment) Location: Hinjewadi, Pune
Experience Required: 7+ Years
Notice Period: Immediate Joiners Preferred
Shift Timing: US Shift (Night Shift) Job Summary: We are seeking an experienced and detail-oriented Team Lead – Quality Analyst to oversee and ensure quality standards across our US Voice Process and US Healthcare Recruitment operations. The ideal candidate will have over 7 years of experience in quality analysis within voice-based BPO processes, along with hands-on experience in US Healthcare Recruitment (RNs, LPNs, Allied hiring) in a Team Lead or QA capacity. The candidate should demonstrate robust team management capabilities and deep understanding of US process quality standards. Key Responsibilities: Lead and mentor a team of Quality Analysts to monitor and improve call quality for the US voice process. Oversee quality audits and compliance for US Healthcare Recruitment processes (screening, documentation, and submission quality). Drive process improvements through analysis of quality trends and root cause identification. Conduct regular audits, call calibrations, and feedback sessions with agents, recruiters, and team leads. Collaborate with operations, training,



and compliance teams to ensure quality parameters are consistently met. Create and maintain reports related to quality metrics, recruiter/agent performance, and process gaps. Ensure adherence to client SLAs, healthcare compliance standards, and internal quality benchmarks. Handle escalations and ensure timely resolution with appropriate corrective and preventive actions. Key Requirements: Minimum 7 years of relevant experience in quality analysis for US voice processes. At least 3 years of experience as Team Lead/QA in US Healthcare Recruitment (RNs, LPNs, Allied roles). Solid understanding of quality frameworks (COPC, Six Sigma basics) and QA tools. Experience in auditing recruitment lifecycle (sourcing, screening, credentialing, submission quality). Excellent communication skills with the ability to deliver structured feedback. Hands-on experience with quality monitoring tools, ATS/CRM systems, and reporting dashboards. Robust analytical and problem-solving skills with attention to detail. Flexibility to work in US shifts (Night shift). Preferred Qualifications: Bachelor’s degree or equivalent. Certifications in quality methodologies (Six Sigma, COPC, etc.) will be an added advantage.

📌 Team Lead Quality Analyst Pune
🏢 r3 Consultant
📍 Pune