Job Title

Participate in and/or lead calibration sessions with Client partners, Trainers/Subject Matter Experts, Team Leaders and other Quality Analysts to ensure consistency in scoring and feedback delivery Generate regular quality performance reports (e.g., daily, weekly, monthly) highlighting key trends, areas of concern, and opportunities for improvement. Ensure agent adherence to all company policies, procedures, regulatory guidelines (e.g., CMS regulations for Medicare), and client-specific requirements and escalate potential compliance risks based on audit findings. Assess the overall member experience and identify opportunities to improve caller satisfaction. Participate in performance review discussions with Operations where quality data is relevant and offer support agent performance improvement initiatives. Strong Healthcare Background (Non-negotiable): In-depth knowledge of US healthcare , Medicare , Medicaid, ACA, and/or private health insurance plans, benefits, and terminology. Comprehensive understanding of healthcare regulations including HIPAA, CMS guidelines, and state-specific privacy laws. Demonstrated Expertise in Quality Assurance: Proven experience in conducting comprehensive call/interaction monitoring and audits. Strong analytical skills with the ability to interpret complex data, identify trends, and pinpoint root causes of quality issues. Proficiency in developing and implementing effective quality improvement plans. Experience in generating reports using Excel or other platforms Ability to lead and participate in calibration sessions to ensure consistency and objectivity. ⚠️ Disclaimer: Firstsource follows a fair, transparent, and merit-based hiring process. We never ask for money at any stage. Beware of fraudulent offers and always verify through our official channels or