BPO/Call Center Background: Must have explicit experience in a Voice-process, BPO, or Call Center environment.
Domain Expertise: Healthcare domain experience is mandatory (e.g., handling patient-related calls or provider coordinator roles).
QA Experience: Designated Quality Analyst / Call Audit background auditing voice calls.
Target Level: Analyst-level candidates only (Strictly NO Manager or Assistant Manager profiles).
Performance Measurement: Measure customer and internal stakeholder engagement and interaction outcomes across voice and non-voice channels.
Speech Analytics Monitoring: Review calls flagged by Speech Analytics queries to ensure the agent's interaction meets expectations and flows through the appropriate query.
Dispute Resolution: Review eligible QA Score Disputes and conduct internal calibrations by having a second auditor perform the same QA audit.
Workflow Verification: Review accounts and calls for accuracy to ensure workflow accuracy and timely resolution of discrepancies.
