Job Description
About the Role
We are looking for a Quality Analyst Head (Supervisor) to lead and strengthen quality assurance operations across customer service, back-office, compliance, audit, and process improvement functions. This role is responsible for ensuring that service delivery, customer interactions, documentation, and operational processes meet internal quality standards and business requirements.
The ideal candidate has strong experience in quality assurance operations, compliance monitoring, audit execution, customer experience quality, and process improvement, preferably from insurance, HMO/healthcare, BPO, shared services, financial services, or customer operations environments.
Key Responsibilities
Quality Assurance Operations
- Lead and oversee daily quality assurance activities across assigned teams, accounts, or business units.
- Ensure accurate and consistent implementation of QA scorecards, au...