QA Analyst

2 weeks ago

Taguig, Philippines MicroSourcing Full time

Discover your 100% YOU with MicroSourcing

Position: CSR - QA Monitoring (QA Analyst) - Healthcare

Location: Metro Manila

Work setup & shift: WFH | Night shift

Why join MicroSourcing?

  • Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one (plus one or more dependents), paid time-off with cash conversion, group life insurance, and performance bonuses.
  • A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
  • Work-Life Harmony: Structured schedules that help you balance work and life.
  • Career Growth: Benefit from ongoing training and advancement opportunities.
  • Inclusive Teamwork: Be part of a diverse team that fosters inclusion and collaboration.

Your Role

As a CSR - QA Monitoring (QA Analyst) - Healthcare , you will monitor and evaluate calls, transactions, and interactions to ensure compliance with quality standards, client requirements, and healthcare regulations. You will also provide actionable feedback to improve performance and maintain excellent customer experiences.

Key Responsibilities

  • Monitor and evaluate inbound/outbound calls and customer interactions.
  • Ensure compliance with client-specific guidelines, company policies, and healthcare standards.
  • Document quality findings, prepare reports, and track performance trends.
  • Provide constructive feedback and coaching to agents to drive improvement.
  • Collaborate with trainers, supervisors, and managers on performance development plans.
  • Identify process gaps and recommend improvements to enhance customer experience.
  • Ensure adherence to HIPAA and confidentiality requirements.
  • Participate in calibration sessions with internal teams and clients.

What You Need

Non-negotiables / Minimum Requirements

  • At least 2 years of experience in a quality assurance or QA analyst role (preferably in healthcare accounts).
  • Strong knowledge of QA methodologies, call monitoring, and performance evaluation.
  • Excellent English communication skills (verbal and written).
  • Strong analytical, problem-solving, and coaching skills.
  • Familiarity with HIPAA and healthcare compliance.

Preferred skills/experience:

  • Experience in US healthcare or insurance-related BPO accounts.
  • Proficiency in QA tools, call monitoring systems, or CRM software.
  • Strong report generation and presentation skills.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment and our way of life. Here, we don't just accept your unique authentic self—we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%

Microsourcing is an equal opportunities employer, and welcomes applications from all qualified candidates.

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