Job Requirements

• 3–5 years of experience in US medical billing, with at least 1–2 years in a quality/auditing role.
• Strong knowledge of CPT, ICD-10, HCPCS codes, and payer-specific billing rules. Experience in a call centre environment with exposure to call quality metrics (e.g., AHT, FCR, CSAT).
• Excellent analytical, documentation, and communication skills.
• Proficiency in MS Excel, audit tools, and billing platforms

Responsibilities

• Monitor and evaluate agent interactions across voice, chat, or email channels.
• Conduct quality audits and score customer interactions based on pre-defined criteria.
• Identify trends, gaps, and areas for improvement in service delivery.
• Provide detailed feedback, coaching points, and recommendations to agents and team leaders.
• Collaborate with operations and training teams to improve processes and enhance agent performance.
• Maintain accurate and up-to-date QA reports, records, and dashboards.
• Participate in calibration sessions with internal teams and clients to ensure scoring consistency.