Call Quality Analyst – Inbound US Healthcare Insurance

Quality Analyst (Voice Process)

Department

BPO Operations

Employment Type

Full-Time

Reporting To

Process Manager / Operations Manager

About Hutah Technologies

Hutah Technologies is a technology-driven organization delivering Business Process Outsourcing (BPO), IT Consulting, AI Solutions, and Digital Transformation services to global clients. We are committed to operational excellence, customer satisfaction, and continuous process improvement.

Position Summary

We are seeking a detail-oriented and analytical Quality Analyst (QA) to monitor and evaluate customer interactions, ensure compliance with client requirements, and drive continuous quality improvements across voice operations.

The ideal candidate should have experience in international voice processes, strong analytical skills, and the ability to coach agents to improve performance while maintaining client SLAs and quality standards.

Key Responsibilities

- Monitor and evaluate inbound customer service calls, chats, and emails.
- Review interactions for compliance with healthcare insurance guidelines, company policies, and regulatory requirements.
- Score calls using established quality frameworks and evaluation forms.
- Provide constructive feedback and coaching recommendations to agents and team leaders.
- Identify trends, recurring issues, and process gaps impacting customer satisfaction.
- Conduct calibration sessions with operations and training teams to maintain scoring consistency.
- Prepare and share quality reports, dashboards, and performance analyses.
- Support root cause analysis and quality improvement initiatives.
- Ensure adherence to HIPAA requirements and data privacy standards.
- Participate in training programs and quality audits.

Key Performance Indicators (KPIs)

- Quality Score (QA%)
- Compliance Score
- Error Rate
- Coaching Effectiveness
- CSAT Improvement
- First Call Resolution (FCR) Support




- Audit Completion Rate
- SLA Compliance

Required Skills & Qualifications

- Bachelor's degree or equivalent experience.
- 1–3+ years of experience in Quality Assurance/Quality Analysis in a BPO, contact center, or healthcare insurance environment.
- Strong understanding of US healthcare insurance concepts, including:
- Eligibility and benefits
- Claims processing
- Prior authorization
- Provider and member services
- Medicare and Medicaid (preferred)
- Knowledge of HIPAA compliance requirements.
- Excellent listening, analytical, and communication skills.
- Strong attention to detail and documentation skills.
- Proficiency in Microsoft Excel, PowerPoint, and reporting tools.

Required Skills

- Call Monitoring & Evaluation
- Quality Assurance
- Process Compliance
- Coaching & Feedback
- Root Cause Analysis
- Customer Service Standards
- Data Analysis & Reporting
- Microsoft Excel & Google Sheets
- Excellent Communication Skills
- Attention to Detail

Preferred Skills

- Knowledge of COPC or Six Sigma concepts
- Experience with CRM and Dialer systems
- Calibration and Quality Governance
- Performance Improvement Planning
- Client Quality Reporting

Working Conditions

- Work from Office
- Fixed shifts based on business requirements
- Weekly off
- Adherence to confidentiality and information security policies is mandatory

Success Profile

The ideal Quality Analyst is passionate about delivering exceptional customer experiences through continuous monitoring, coaching, and process improvement. The candidate should possess solid analytical abilities, excellent communication skills, and the capability to influence operational excellence across the team.

Salary

As per industry standards and experience.

Join Hutah Technologies and help drive world-class customer service through quality excellence and operational discipline.

Pay: ₹25,000.00 - ₹30,000.00 per month

Benefits:

- Paid sick time
- Paid time off

Work Location: In person

📌 Call Quality Analyst – Inbound US Healthcare Insurance (Hyderabad)
🏢 Hutah AI
📍 Hyderabad