Quality Analyst Team Lead - Healthcare - Remote

Overview

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

In Short

• Lead the quality audit program for hybrid BPO operations.
• Design and implement quality controls for inbound and outbound calling.
• Ensure compliance with service level agreements (SLAs).
• Develop training programs for quality auditors.
• Establish key performance indicators (KPIs) for quality assessment.
• Implement continuous improvement processes.
• Conduct industry research for best practices.
• Create comprehensive reports on quality performance.
• Collaborate with operations teams to enhance quality standards.
• Utilize quality monitoring software for efficiency.

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.
• 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 a quality audit program.
• Work in a hybrid environment.
• Collaborate with diverse teams.
• Professional development opportunities.
• Contribute to continuous improvement initiatives.