Job Title: Quality Assurance Analyst
Location: Hyderabad
Work mode: Work from Office
Mode of interview: Face to Face
Assessment & Process Details
- Mettl Test Required: Candidates must clear assessments for Voice and accent, typing, and email drafting.
- Role Focus: Voice Process with a heavy emphasis on Quality Assurance.
- RCM Roles: Revenue Cycle Management (RCM) experience is completely optional as those specific roles are currently closed.
Core Operational Duties
- Performance Measurement: Measure customer and internal stakeholder engagement and interaction outcomes across voice and non-voice channels.
- Speech Analytics Monitoring: Review calls flagged by Speech Analytics queries to ensure the agent's interaction meets expectations and flows through the appropriate query.
- Dispute Resolution: Review eligible QA Score Disputes and conduct internal calibrations by having a second auditor perform the same QA audit.
- Workflow Verification: Review accounts and calls for accuracy to ensure workflow accuracy and timely resolution of discrepancies.
