Ensures consistently high customer satisfaction and regulatory compliance by oversees all quality monitoring activities, defines evaluation standards, and drives objectivity in performance auditing across the organization.The Quality Section Head is responsible for leading and overseeing all quality assurance and monitoring activities within the Call Center to ensure high customer service standards, regulatory compliance, and consistent performance evaluation. The role focuses on establishing quality frameworks, driving calibration consistency, analyzing performance trends, and leading the Quality Assurance team to continuously improve service delivery and patient experience. The position works closely with Operations, Training, and Patient Experience teams to identify service gaps, implement corrective actions, and enhance overall call center performance. RequirementsMinimum 5–7 years of experience in a healthcare or medical environment.Proven experience in Quality Assurance / Quality Monitoring within Call Center or Customer Service operations.Strong knowledge of customer service standards, compliance, and quality monitoring methodologies.Solid medical background with a strong understanding of medical terminology, diagnostic services, and healthcare operations.Demonstrated ability to design, implement, and monitor quality assurance frameworks.Strong analytical and problem-solving skills with the ability to translate quality insights into operational improvements.Proven leadership and team management experience, including coaching and performance development.Experience in performance analysis, reporting, and calibration processes.QualificationsBachelor’s degree in a Medical or Healthcare-related field (Mandatory).Certification in Quality Management or Healthcare Quality (Preferred).