Supervisor

Job Title: Supervisor

Location: Hyderabad, India

Business Unit: Revenue Cycle Management

Role Summary:

Are you detail-oriented and results-driven? We are looking for a motivated, customer-focused individual to join our team as Supervisor. In this role, the Supervisor will be responsible for evaluating and monitoring customer interactions to ensure compliance with company standards, policies, and quality benchmarks. This role helps maintain high service levels by identifying gaps, recommending improvements, and supporting training initiatives.

This is an incredible opportunity to work in a fast-moving, patient-focused setting amongst extraordinarily talented professionals dedicated to making life-changing

innovations possible in orthopedics and beyond with brands such as DonJoy, Aircast, ProCare and Exos.

Key Responsibilities:

The following are the primary duties and responsibilities of this role. Other related duties may be assigned to meet business needs.

• Conduct regular audits of customer service calls, emails, chats, and other interactions.
• Assess compliance with service protocols, scripts, and regulatory requirements.
• Evaluate customer satisfaction, communication quality, and problem-resolution effectiveness.
• Document findings and prepare detailed audit reports for management.
• Identify trends, recurring issues, and areas for improvement.
• Collaborate with supervisors and trainers to develop corrective action plans.
• Provide feedback and coaching recommendations to enhance team performance.
• To mentor users on customer issues with professionalism and efficiency.
• Collaborate with other departments (sales, operations, IT) to improve customer experience.
• Prepare audit dashboard and share with senior leadership
• Ensure compliance with company policies and industry regulations.

Required Skills:

• Excellent verbal communication skills with neutral accent and active listening
• Attention to detail and accuracy in evaluations.
• Ability to provide constructive feedback diplomatically.
• Knowledge of compliance and regulatory requirements in customer service.
• Problem-solving and process improvement mindset.
• Ability to work independently and make decisions under pressure.
• Flexibility to work in night shifts/US time zones.
• Team player with the ability to mentor and support junior staff.
• Ability to work 5 days a week in Hyderabad office

Qualifications:

• BA, B.Com, B.Sc, Healthcare Management, or equivalent.
• Experience in customer service, quality assurance, or auditing (2+ years)
• Experience at Supervisor level 0-1+ year
• Strong analytical and reporting skills.
• Excellent communication and observation abilities.
• Familiarity with CRM systems, call monitoring tools, and auditing techniques.