Harmony United Medsolutions Pvt. Ltd. (HUMS) is a dynamic and cutting-edge company dedicated to revolutionizing the healthcare industry. We take pride in being a reliable healthcare management partner to Harmony United Psychiatric Care, a US-based healthcare company.
With nine years of experience, we have developed and delivered end-to-end services in medical billing, A/R management, and other essential healthcare functions. We are committed to excellence, innovation, and continuous improvement. As we continue to grow, we are seeking talented professionals to join our team and contribute to our ongoing success.
Position Overview
We are seeking an experienced Quality Assurance Analyst with a strong background in International Voice Process Auditing. The ideal candidate will have a minimum of 3 years of experience in international calling, including at least 2 years of hands-on experience in call auditing.
The role will be responsible for monitoring,
evaluating, and improving the performance of customer service representatives in an international voice support environment. The successful candidate will play a key role in ensuring compliance with quality standards, enhancing customer satisfaction, and providing insights for continuous process improvement.
Responsibilities
• Conduct daily audits of inbound and outbound international voice calls to evaluate agent performance against predefined quality parameters
• Create and maintain quality scorecards, audit reports, and agent performance trackers
• Evaluate calls for communication, process adherence, compliance, accuracy, and overall customer experience
• Provide constructive feedback and coaching to agents based on audit findings
• Collaborate with Team Leaders and Operations Managers to implement performance improvement plans
• Ensure compliance with client-specific guidelines and intern
📌 Quality Assurance Analyst- International Voice Process (Hyderabad)
🏢 Harmony United Psychiatric Care
📍 Hyderabad
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