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BPO Quality Analyst
Hyderabad, Telanganafull time₹350,000 - ₹600,000
Posted 4 days ago110 applicants
Conduent India is hiring a BPO Quality Analyst for its healthcare claims processing operations in Hyderabad. You will audit agent interactions and transaction accuracy, identify quality gaps, provide coaching feedback, and drive continuous improvement initiatives across the claims processing team.
The ideal candidate has BPO quality assurance experience, preferably in healthcare or insurance domain, and is comfortable using data to identify trends and coaching teams on process accuracy and compliance.
- Audit voice calls and transaction records for quality and compliance
- Provide structured feedback and coaching to operations agents
- Identify process defects and drive root cause analysis
- 2-4 years of BPO quality analyst experience
- Experience in healthcare, insurance, or financial services BPO quality roles
- Knowledge of quality frameworks (COPC, Six Sigma Yellow Belt is a plus)
- Strong English communication for feedback and reporting
- Proficiency in Excel for quality data analysis and trend reporting
- Six Sigma Green Belt certification is a bonus
- Audit 15-20 transaction records and calls per day for quality compliance
- Conduct one-on-one coaching sessions with agents based on audit findings
- Prepare weekly and monthly quality trend reports for operations leadership
- Identify process gaps and recommend corrective action plans
- Drive CSAT, FCR, and error rate improvement initiatives
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