Quality Analyst - Medical Billing - Remote

Overview

We are seeking an experienced Quality Analyst to lead and establish a comprehensive quality audit program for our hybrid BPO operations, focusing on quality controls for both back-office and voice processes.

In Short

• Lead quality audit program for hybrid BPO operations.
• Design and implement quality controls for inbound and outbound calling.
• Ensure client operations meet service level agreements (SLAs).
• Develop quality metrics and audit frameworks.
• Train and develop quality audit teams.
• Implement daily call and transaction sampling mechanisms.
• Conduct continuous improvement initiatives.
• Document processes and create comprehensive reports.
• Research and adopt best practices in quality management.
• Collaborate with operations teams for performance improvement.

Requirements

• Bachelor's degree in business management, operations, or related field.
• 5+ years of experience in Quality Management, preferably in Healthcare BPO.
• Strong understanding of hybrid processes (voice and back office).
• Expertise in designing quality frameworks and audit programs.
• Proven experience in training quality audit teams.
• Familiarity with quality management tools and software.
• Excellent problem-solving and communication skills.
• Experience with call monitoring and back-office QC tools.

Benefits

• Opportunity to lead quality initiatives in a dynamic environment.
• Professional development and training opportunities.
• Collaborative work culture.
• Hybrid work model.
• Engagement with industry-leading quality management practices.