Assistant Manager Quality Assurance - International Voice Call Center

Job Title: Assistant Manager - Quality Assurance
Location: Hyderabad, Telangana
Company: Harmony United Medsolutions Pvt. Ltd

About us:
Harmony United Medsolutions Pvt. Ltd. [HUMS] is a dynamic and innovative company dedicated to revolutionizing the Healthcare Industry. We at HUMS take pride in being a reliable partner as a Healthcare Management Company. With nine years of experience, we have perfected our end-to-end services in medical billing, A.R. management, and other essential healthcare facets. We provide our services to Harmony United Psychiatric Care, a US-based Healthcare Company. We pride ourselves on our commitment to excellence, creativity, and pushing the boundaries of what's possible. As we continue to grow, we seek a talented candidate to join our team and contribute to our exciting projects.

Position Overview:
A Quality Assurance Manager is responsible for overseeing the quality assurance processes within an organization, ensuring that products and services meet established standards and customer expectations. This role involves leading a team of quality assurance analysts, developing and implementing QA strategies, and collaborating with other departments to maintain high-quality standards across the organization.

Responsibilities:

• Manage and mentor a team of QA analysts, providing guidance and support to ensure their growth and effectiveness.
• Review and evaluate customer support calls, emails, and chat interactions to ensure adherence to company policies, procedures, and quality standards.
• Define and track quality metrics, such as defect rates, test coverage, and customer satisfaction, to gauge the effectiveness of QA efforts.
• Generate detailed reports on QA findings, highlighting trends, patterns, and areas requiring attention.
• Auditing customer support calls, chats and emails, auditing providers charts, etc.
• Develop, implement, and maintain QA processes, policies, and procedures to ensure that services meet quality standards.
• Assess the quality of customer service provided by the support team, identifying strengths and areas for improvement.
• Stay up-to-date with industry best practices and emerging trends in customer support and quality assurance.
• Participate in cross-functional meetings and projects to drive initiatives that improve customer support quality and efficiency.

Qualification:

• A candidate must have a Masters degree.
• At least 5 years of international voice experience including at least 2 years of experience in international voice calling quality assurance.
• At least 2 years of experience as a manager or team lead.
• Extensive experience in quality assurance, with a proven track record of leading and managing QA teams.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Strong analytical and problem-solving abilities, with a keen eye for detail.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

Diversity, Equality, and Inclusion:
Diversity, equality, and inclusion are fundamental to our success at HUMS. We actively promote diversity across all aspects of our organization, including but not limited to gender, race, ethnicity, sexual orientation, religion, disability, and age. We strive to foster an inclusive culture where diverse perspectives are embraced and everyone has equal opportunities to grow, contribute, and succeed.

Benefits:

• Competitive salary (including EPF and PS)
• Health insurance
• Four days work-week (Monday – Thursday)
• Opportunities for career growth and professional development
• Additional benefits like food and cab-drop are available

Please submit your resume and cover letter detailing your relevant experience and why you fit this role perfectly. We look forward to hearing from you!

In case of any queries, please feel to reach out us at recruitment@hupcfl.com

Note: Available to take calls between 5:45 PM to 4:45 AM IST only from Monday to Thursday.