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 strong 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).
- Strong 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.
- Strong 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.
