- Position Title: Quality Analyst (QA)
- Process: UK Voice Process (Healthcare / Customer Experience)
- Experience Required: Minimum 6 Years
- Location: Electronic City / Bommasandra Area, Bangalore
- Employment Type: Full-Time

Role Summary

We are seeking a seasoned and result-oriented Quality Analyst with extensive experience in managing and evaluating UK Voice Processes. The ideal candidate will possess a sharp ear for voice quality, a deep understanding of UK English accents, idioms, and customer service expectations, and a proven track record of coaching agents to deliver world-class service standards.

Key Responsibilities

- Call Monitoring & Evaluations: Conduct a mandated number of live/recorded UK voice call evaluations per month based on predefined quality parameters (CSAT, compliance, accuracy, and soft skills).
- Coaching & Feedback: Drive 1-on-1 coaching sessions and feedback loops with floor agents and team leads to bridge performance gaps and improve overall metrics.
- Calibration Sessions: Lead regular internal and external calibration sessions with operations and client stakeholders to ensure scoring consistency.
- Root Cause Analysis (RCA): Identify recurring process gaps, customer pain points, or training deficiencies and propose actionable recommendations to management.
- Process Compliance:



Ensure all healthcare/customer communication strictly adheres to data protection laws (such as GDPR guidelines relevant to UK processes), HIPAA (where applicable), and internal compliance frameworks.
- Reporting & Dashboards: Prepare daily, weekly, and monthly quality performance reports, scorecards, and trend analyses for senior leadership.
- Current-Hire Mentorship: Assist in nesting and floor readiness evaluations for new batches joining the UK voice process.
- Candidate Profile & Requirements

- Experience: Minimum of 6 years of overall experience, with at least 610 years specifically as a Quality Analyst handling a UK Voice Process.
- Education: Bachelor’s degree in any stream from a recognized university.
- Communication Skills: Exceptional verbal and written communication skills in English, with a strong familiarity with UK accent nuances and professional phrasing.
- Domain Knowledge: Prior experience in Healthcare, TPA, medical billing, or international customer service quality assurance is highly preferred.
- Technical Skills: Proficiency in MS Office Suite (Excel, PowerPoint) and familiar with CRM tools, audio logging, and quality monitoring software.
- Work Shift: Flexibility to work in rotational/UK shifts as per business requirements.

📌 Lead Quality Analyst -UK Process (Karnataka)
🏢 Narayana Health (NH)
📍 Karnataka