Job Title: Quality Assurance Analyst

Location: Hyderabad, Telangana

Company: Harmony United Medsolutions Pvt. Ltd.

About Us

Harmony United Medsolutions Pvt. Ltd. (HUMS) is a dynamic and innovative 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 internal quality assurance frameworks
Identify recurring quality gaps and recommend appropriate corrective actions
Identify critical errors and compliance issues and escalate them appropriately
Conduct quality calibration sessions with Operations and Training teams
Assist in developing training materials, SOPs, and quality benchmarks
Analyze quality trends and identify opportunities for continuous process improvement
Prepare weekly and monthly quality reports, performance summaries, and insights for leadership review
Support the implementation and continuous improvement of quality assurance processes and standards

Required Skills

Excellent verbal and written communication skills
Strong listening, analytical, and attention-to-detail skills
Hands-on experience with call monitoring and quality scorecards
Good knowledge of MS Excel and reporting
Ability to provide effective feedback and coaching
Strong problem-solving and interpersonal skills
Ability to work independently and consistently meet audit targets
Strong knowledge of QA methodologies, tools, and call monitoring systems
Ability to handle sensitive conversations professionally and provide constructive feedback
Experience with customer satisfaction metrics such as CSAT, NPS, FCR, and other relevant KPIs is a plus

Qualification & Experience

Bachelor's degree is required
Minimum 3 years of experience in International Calling
Minimum 2 years of experience in Call Auditing / Quality Assurance
Strong knowledge of quality assurance methodologies, tools, and call monitoring systems
Strong analytical thinking and attention to detail

Preferred Qualifications

Experience in Healthcare, BPO, International Voice Process, or Customer Service
Knowledge of RCA, CAPA, calibration, and quality improvement methodologies
Experience working with international clients or US-based processes is preferred

Diversity, Equality, and Inclusion

Diversity, equality, and inclusion are fundamental to our success at HUMS. We actively promote diversity across all aspects of our organization, including but not limited to gender, race, ethnicity, sexual orientation, religion, disability, and age.

We strive to foster an inclusive culture where diverse perspectives are embraced and everyone has equal opportunities to grow, contribute, and succeed.

Benefits

Competitive salary, including EPF and applicable statutory benefits
Health insurance
Four-day workweek (Monday–Thursday)
Opportunities for career growth and professional development
Additional benefits, including food and cab drop

How to Apply

Please submit your resume and cover letter detailing your relevant experience and explaining why you are a strong fit for this role. We look forward to hearing from you!

For any queries, please feel free to reach out to us at [HIDDEN TEXT].

Note: Candidates must be available to take calls between 4:45 PM and 3:45 AM IST, Monday through Thursday.

Powered by JazzHR

fSsotRkmfM

Quality Assurance Analyst- International Voice Process