Quality Analyst | International Voice Process

About The Company:

Mphasis is a leading IT solutions provider, offering Applications, Business Process Outsourcing (BPO) and Infrastructure services globally through a combination of technology knowhow, domain, and process expertise. The accolades Mphasis has been garnering can be attributed to their undeterred focus in delivering quality solutions across verticals that meet the challenging requirements of their esteemed customers. Mphasis Ltd has been recently felicitated by the Economic Times as the most distinguished digital company 2015. They have also been ranked 2+ of 100 largest financial technology vendors by American Banker and BAI in the FinTech Forward Top 100 rankings.

The Role:

Quality Analyst (Voice) : A QA is responsible for Providing back-office support for third party administrators, Health Maintenance organizations, preferred provider organizations, managed care organizations and many more in the US healthcare insurance market by identifying and updating information.

Key Responsibilities:
• Conducts reviews and audits at the individual and process level (Calls & Transactions) for adherence to business processes and service level expectations.
• Provides feedback to team members to enhance the quality and accuracy of the work performed.
• Data analysis and making designated reports/decks.
• Participate in calibrations to ensure consistent scoring & feedback delivery approach.
• Communicate to heighten awareness and focus on the importance of positive experience.
• Make recommendations and drive process improvement.
• Help and enhance product/process knowledge of new joiners.
• Prepare TNA, publish and execute for 100% closure.

Skills Required:
• Back office and voice QC experience required
• Proficiency with computers
• Good communication skills required.

Qualifications & Experience:
• Undergraduate (10+2)/Diploma / Graduate
• Typing speed 35 to 40 wpm with +5% accuracy (without looking at the keyboard)
• Experience in International Voice Process is Mandate

Job Type: Full-time

Salary: ₹400,000.00 - ₹500,000.00 per year

Schedule:
• Monday to Friday

Ability to commute/relocate:
• Bangalore, Karnataka: Reliably commute or planning to relocate before starting work (Required)

Experience:
• total work: 2 years (Required)

Speak with the employer
++1-XXXXXXXXXX