Vishal das
@vishaldas
I lead healthcare BPO quality and operations improvements that reduce escalations and strengthen compliance.
IndiaWhat I'm looking for
I'm leading quality governance, compliance monitoring, audit accuracy, and service improvement initiatives in US healthcare BPO operations.
As an Assistant Manager – Quality and Lead – Member Services, I've reduced client escalations by 45%, unresolved cases by 95%, and improved release-rate compliance by 7% while maintaining 0% attrition across Quality Analysts and SMEs.
Previously, I led provider-services call and chat operations, partnering with WFM teams to improve staffing and queue performance while managing SLA, productivity, quality, coaching, and reporting.
I've also delivered a Lean Quality Audit Tool project that reduced five auditor positions and $2,000 in cost through automated feedback emails, error reduction, built-in data dumps, faster reporting, and RCA.
Experience
Work history, roles, and key accomplishments
Assistant Manager – Quality
Lead – Member Services
Sep 2025 - Present (1 year)
Lead quality governance, compliance monitoring, audit accuracy, and service improvement initiatives. Achieved 0% attrition while managing Quality Analysts and SMEs, reduced client escalations by 45% and unresolved cases by 95%.
Operations Team Leader – Provider Services
Lead – Member Services
Apr 2024 - Aug 2025 (1 year 4 months)
Managed call and chat operations ensuring SLA, productivity, and quality targets. Achieved 0% attrition through coaching and engagement initiatives, and partnered with WFM teams to optimize staffing and queue performance.
Quality Analyst
Lead – Member Services
Jun 2023 - Mar 2024 (9 months)
Conducted audits, calibrations, compliance reviews, and quality reporting.
Salesforce Application Enhancement
Lead – Member Services
Mar 2023 - May 2023 (2 months)
Reported application issues and collaborated with stakeholders to enhance functionality and user experience.
Customer Service Associate (Call Agent)
Lead – Member Services
Nov 2021 - Feb 2023 (1 year 3 months)
Handled provider benefit and claims inquiries while consistently meeting quality and productivity standards.
Education
Degrees, certifications, and relevant coursework
Vishal hasn't added their education
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Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Skills
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