Quality Analyst Healthcare
Job Summary
Valor Global Inc. is seeking a Quality Analyst for a healthcare account to audit customer interactions and ensure compliance with medical standards. The role involves evaluating agent performance, ensuring strict adherence to HIPAA and PHI guidelines, and providing constructive feedback. Candidates are expected to track quality trends, identify recurring errors, and prepare regular performance reports.
Responsibilities
- Audit recorded or live transactions to evaluate agent performance.
- Ensure 100% adherence to HIPAA and PHI guidelines.
- Provide constructive feedback and coaching sessions to agents.
- Participate in regular quality calibration sessions.
- Track quality trends and prepare reports for management.
Required Skills
- 1-2 years experience as an agent or QA in a BPO setting
- Familiarity with healthcare standards, medical billing, and HIPAA
- Exceptional listening, analytical, and communication skills
- Strong attention to detail
Job Details
Responsibilities
Audit recorded or live transactions (voice calls and digital interactions) to evaluate agent performance based on established quality metrics.
Ensure 100% adherence to HIPAA (Health Insurance Portability and Accountability Act) and PHI (Protected Health Information) guidelines to protect patient privacy.
Provide constructive feedback and coaching sessions to agents to help them improve their communication skills, medical terminology accuracy, and overall performance.
Participate in regular quality calibration sessions with Team Leaders and Operations Managers to ensure consistent scoring standards.
Track quality trends, identify recurring errors, and prepare weekly/monthly quality reports for management.
Job Requirements
At least 1–2 years of experience as an agent or QA in a BPO setting, preferably handling a Healthcare or Medical insurance account.
Strong familiarity with healthcare customer service standards, medical billing/claims terminology, and HIPAA compliance.
Exceptional listening, analytical, and communication skills. Strong attention to detail is a must