Quality Analyst_UK_Contact Center

Quality Analyst – Patient Experience Support

Department

Contact Center

Client

Healthcare/ Hospital

Shift Timing

UK Shift (12 Noon – 11 PM IST)

Working Days

5 Days Working with Rotational Offs

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.

Minimum 5–7 years of international voice experience

Minimum 2 years' experience as Quality Analyst

UK voice process experience mandatory

Healthcare experience preferred

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.

Interested candidates can share your cv to mayur@techshell-soft.com or whatsapp to 9959222312

Pay

₹800,000.00 - ₹1,300,000.00 per year

Benefits

Food provided

Health insurance

Provident Fund

Ability to commute/relocate

Electronics City, Bengaluru, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Application Question(s)

Can you join with one week or less notice?

Experience

call audit

1 year (Required)

Quality audits

3 years (Required)

Work Location

In person