Team Lead – Quality Assurance (International Voice Process) in Hyderabad, Telangāna at Harmony United Psychiatric Care

Harmony United Medsolutions Pvt. Ltd. (HUMS) is a dynamic and innovative company dedicated to revolutionizing the healthcare industry. As a trusted healthcare management company, HUMS takes pride in being a reliable partner, delivering comprehensive solutions that support healthcare organizations. With nine years of experience, we have perfected our end-to-end services in medical billing, A.R. management, and other essential healthcare operations.

We provide our services to Harmony United Psychiatric Care, a US-based healthcare company. At HUMS, we are committed to excellence, innovation, and continuously pushing the boundaries of what’s possible. As we continue to grow, we are looking for talented individuals to join our team and contribute to our exciting projects and ongoing success.

The Quality Assurance Team Lead – International Voice Process will be responsible for leading the Quality Assurance function for international voice operations. The role involves managing QA activities, monitoring customer interactions, conducting audits, identifying improvement areas, and ensuring compliance with established quality standards.

The Team Lead will work closely with operational teams to improve service quality, enhance customer experience, and drive continuous process improvements.

• Lead, mentor, and guide a team of Quality Analysts to achieve quality objectives and improve team performance.
• Conduct quality audits of international customer support calls, emails, chats, and process documentation.
• Audit provider charts and related documentation to ensure accuracy, compliance, and adherence to quality standards.
• Evaluate customer interactions to identify strengths, gaps, and opportunities for improvement.
• Provide constructive feedback and coaching to team members and operations teams based on audit findings.
• Develop and maintain QA processes, guidelines, checklists, and standard operating procedures.
• Define, monitor, and analyze quality metrics, including audit scores, compliance levels, error trends, and customer satisfaction indicators.
• Prepare and share detailed QA reports highlighting performance trends, root causes, and improvement recommendations.
• Identify process gaps and collaborate with internal teams to implement corrective and preventive actions.
• Support continuous improvement initiatives to enhance operational efficiency and customer experience.
• Ensure adherence to company policies, procedures, and client requirements.
• Stay updated with industry best practices and quality assurance trends.

• Master’s degree is required.
• Minimum 5 years of experience in an international voice process.
• Minimum 2 years of experience in Quality Assurance within an international voice process.
• Minimum 2 years of experience as a Team Lead/Supervisor in a QA function.
• Strong experience in call monitoring, auditing, quality evaluation, and feedback processes.
• Excellent leadership, communication, and team management skills.
• Strong analytical and problem-solving abilities with attention to detail.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency in Microsoft Office Suite, including Excel, Word, and PowerPoint.

Diversity, equality, and inclusion are fundamental to our success at HUMS. We are committed to building an inclusive workplace where individuals from diverse backgrounds are respected, valued, and provided equal opportunities to grow and succeed.

• Competitive salary package including EPF and professional support benefits.
• Health insurance coverage.
• Four-day work week (Monday to Thursday).
• Opportunities for career growth and professional development.
• Additional benefits including food and cab drop facilities.

Shift Timing: 4:45 PM – 3:45 AM IST
Working Days: Monday to Thursday
Work Mode: Work From Office Only

Please submit your updated resume along with a cover letter highlighting your relevant experience and suitability for this role. We look forward to welcoming a talented professional to our team.

For any queries, please contact:
Email: recruitment@hupcfl.com

Note: Candidates should be available to take calls between 4:45 PM to 3:45 AM IST, Monday to Thursday.