Quality Analyst || Contact Center || UK
Techshell Software · Bengaluru · onsite · Posted 49d ago
About a minute. You'll make an account on the way through.
About this role
Client: Healthcare / Hospital
Role: Quality Analyst Patient Experience Support
Department : Contact Centre
Industry: Healthcare / Contact Centre UK Voice Process
Shift Timing : UK Shift (12 Noon – 11 PM IST)
Working Days: 5 Days working with Rotational Offs
Location: Bangalore – India (Work from Office)
Job Summary
The Quality Analyst is responsible for monitoring and evaluating patient interactions to ensure compliance with quality standards, client expectations, and healthcare process guidelines.
Key Responsibilities
- Audit inbound/outbound calls, emails, and patient portal interactions.
- Evaluate communication, process adherence, compliance, and soft skills.
- Provide actionable feedback and coaching recommendations to operations teams.
- Conduct calibration sessions with Team Leaders, Trainers, and Managers.
- Prepare quality scorecards, dashboards, and trend analysis reports.
- Identify recurring errors and recommend process improvement initiatives.
- Ensure adherence to GDPR, healthcare compliance, and company policies.
- Track and maintain quality KPIs and audit documentation.
- Support client audits and internal quality reviews.
Qualifications
- Graduate / Any Degree preferred
- Excellent English communication skills
Experience
- Minimum 5–7 years of international voice experience
- Minimum 2 years' experience as Quality Analyst
- UK voice process experience mandatory
- Healthcare experience preferred
Required Skills
- Strong communication and interpersonal skills
- Customer service orientation
- Problem-solving and analytical abilities
- Good computer and reporting skills
- Ability to work in a fast-paced environment
- Team collaboration and stakeholder management
General Expectations
- Adhere to company policies and compliance requirements
- Maintain professionalism and confidentiality
- Complete mandatory trainings within timelines
- Support business continuity and operational excellence
For more details reach out to [email removed] or call at [phone removed]
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