[ref. r32807901] Quality analyst

Access Healthcare is looking for dedicated and detail-oriented Quality Analysts to join our Healthcare team. The ideal candidate will have 1 to 3 years of experience auditing calls for healthcare accounts, ensuring adherence to quality standards, compliance requirements, and customer satisfaction metrics (CSAT).

Key Responsibilities:

• Conduct regular audits of inbound and outbound calls for healthcare accounts to evaluate compliance, quality, and customer satisfaction.
• Identify areas of improvement and provide actionable feedback to agents and supervisors to enhance performance.
• Ensure all communication aligns with client-specific quality guidelines and regulatory compliance standards.
• Collaborate with the training and operations teams to address gaps in processes and agent performance.
• Generate and present detailed quality reports to management, highlighting trends, key observations, and recommendations.
• Monitor and track the effectiveness of quality improvement initiatives and agent coaching sessions.
• Stay updated on healthcare regulations and industry best practices to ensure compliance and operational excellence.