Team Leader

Looking for Quality Analyst and Team Leader for US Health Care( International Voice Process)

• Key Responsibilities👥 Team & Performance ManagementLeadership: Lead, manage, and inspire a team of 15–25 customer service agents; foster a positive, high-performance, and engaging work environment to support retention.
• Daily Engagement: Conduct daily team huddles to share operational updates, process changes, and daily goals.
• Performance Monitoring: Track, manage, and review team KPIs. Conduct structured one-on-one coaching sessions and performance reviews.
• Talent Development: Identify development opportunities, execute succession planning, and recognize/reward high performers.
• Accountability: Monitor attendance, punctuality, and schedule adherence. Create and manage Performance Improvement Plans (PIPs) when required.
• ⚙️ Operations ManagementService Delivery: Ensure all service level targets (SLs) and operational efficiencies are consistently achieved.
• Real-Time Queue Management: Monitor call queues and staffing requirements; provide real-time floor support and handle escalated customer concerns.
• Workforce Coordination: Partner closely with the Workforce Management (WFM) team to optimize staffing and productivity.
• Reporting & Analytics: Prepare and analyze daily, weekly, and monthly performance reports. Identify trends in quality, productivity, and customer satisfaction to implement robust action plans.
• Stakeholder Management: Present comprehensive team performance updates during operations and client reviews.
• 🔐 Quality, Compliance & Customer ExperienceRegulatory Adherence: Guarantee 100% compliance with HIPAA regulations, Protected Health Information (PHI) protection, and client-specific policies.
• Quality Assurance: Review quality scores and compliance reports; conduct call reviews to address any violations or gaps immediately.
• Training Partnership: Collaborate with Quality and Training teams to design targeted interventions for performance improvement.
• Customer Centricity: Drive First Call Resolution (FCR) and reduce repeat calls by promoting empathy, professionalism, and effective problem-solving among agents.
• Escalation & Shift Ownership🕒 Daily Shift RoutineStart of Shift: Conduct team huddle, review the previous day's performance, and align on daily goals.
• During Shift: Monitor real-time performance, manage floor adherence, and provide active support.
• End of Shift: Analyze KPI data, wrap up daily reporting, and conduct scheduled coaching sessions.
• ⚠️ Escalation ManagementAct as the primary point of contact for supervisor requests, complex member complaints, and client escalations.
• Immediately address and log compliance concerns, HIPAA-related incidents, complex claims issues, and system outages.
• Key Performance Indicators (KPIs)KPITargetService Level (SL)As per client requirementQuality Score≥ 85%Compliance Score100% (Strict HIPAA Adherence)Customer Satisfaction (CSAT)Meet or exceed client targetFirst Call Resolution (FCR)Meet or exceed client targetSchedule Adherence≥ 90%Attendance≥ 95%Average Handle Time (AHT)Within specified target limitsAttrition ManagementWithin acceptable company limitsRequired Skills & QualificationsEducational & Experience RequirementsEducation: Bachelor’s degree preferred.
• BPO Experience: 5+ years of experience in a BPO/Contact Center environment.
• Leadership Experience: 2–3 years of direct team management experience.
• Client Management: Proven track record of handling client interactions and participating in operational reviews.
• Technical & Domain Knowledge (Preferred)Strong understanding of US Healthcare Insurance operations.
• Deep knowledge of HIPAA regulations and PHI data protection.
• Familiarity with Claims processing, Eligibility & Benefits, Provider Services, and Medicare/Medicaid basics.
• Core CompetenciesLeadership: Exceptional coaching, mentoring, and conflict resolution skills.
• Analytical Skills: Strong data interpretation, Root Cause Analysis (RCA), and action planning capabilities.
• Communication: Excellent verbal and written communication skills; confident presentation and stakeholder management abilities.

Success ProfileA successful candidate in this role is someone who:

Consistently delivers operational results while maintaining a highly engaged team.Acts as a champion for quality, compliance, and flawless customer service.Uses data strategically to drive performance improvements and root-cause solutions.Serves as a professional role model for the team at all times.