Quality Analyst

2 days ago

Pasig, National Capital Region, Philippines IMPACT Training & Consultancy Services Full time ₱350,000 - ₱400,000 per year

The Quality Analyst plays a vital role in maintaining and improving the service quality within the healthcare contact center. This position is responsible for monitoring and evaluating the accuracy and compliance of agents' approvals on customer requests, validating Excess of Benefits (EOB), and ensuring adherence to quality standards across both voice and non-voice channels. The QA Analyst also provides coaching, conducts regular calibrations, and delivers actionable insights and reports to drive performance excellence.

Key Responsibilities:

  • Review and verify customer request approvals made by contact center agents to ensure they align with internal policies and healthcare protocols.
  • Validate Excess of Benefits (EOB) cases and ensure proper documentation and resolution are reflected in each transaction.
  • Monitor and evaluate agent interactions (calls, emails, chat, etc.) using standardized scorecards and quality metrics to ensure compliance, accuracy, and customer satisfaction.
  • Conduct weekly one-on-one quality coaching sessions with agents to provide performance feedback, reinforce strengths, and identify areas for improvement.
  • Coordinate and lead regular calibration sessions with team leaders and trainers to align on quality standards, scoring criteria, and compliance expectations.
  • Generate and present quality performance reports, trend analyses, and QA dashboards to the Operations Head/Project Manager, identifying risks, process gaps, and improvement opportunities.
  • Work closely with operations, training, and compliance teams to support continuous quality improvement and ensure best practices are implemented.

Qualifications:

  • Bachelor's degree in Nursing, Healthcare Administration, Business, or related field preferred
  • At least 1-2 years of experience in a contact center QA role, preferably in the local healthcare industry
  • Strong understanding of healthcare processes, benefits validation, and regulatory compliance
  • Excellent communication, coaching, and analytical skills
  • Proficient in QA tools, reporting platforms (e.g., Excel, Google Sheets), and CRM/ticketing systems
  • Detail-oriented and organized with the ability to manage multiple tasks in a fast-paced environment

Job Type: Full-time

Pay: Php35, Php40,000.00 per month

Application Question(s):

  • Experienced in healthcare account?

Work Location: In person

  • Quality Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Risewave Consulting, Inc. Full time $40,000 - $80,000 per year

    Qualifications:At least 2 years previous work experience as a Quality Analyst in healthcare insurance collections, self-pay collections and customer service in a call center setting or compliance and/or trainingExperience with training new usersKnowledge of EOBs, CPT & ICD-9 & 10 codes, HCFAs, UB92s, HCPCS, DRGs and authorizations/ referrals.Strong...

  • Quality Analyst

    4 weeks ago

    Pasig, National Capital Region, Philippines Med-Metrix, LLC Full time

    Job DescriptionPosted Sunday, August 10, 2025 at 4:00 PMJob PurposeThe Quality Analyst supports quality auditing, analysis, reporting and the development of plans that lead to positive outcomes. The Quality Analyst will work on risk identification, diagnosing issues, identifying process improvement solutions and process improvement implementation methods...

  • Quality Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Med-Metrix Full time $40,000 - $80,000 per year

    Job PurposeThe Quality Analyst supports quality auditing, analysis, reporting and the development of plans that lead to positive outcomes. The Quality Analyst will work on risk identification, diagnosing issues, identifying process improvement solutions and process improvement implementation methods utilizing sound principles. Continuous engagement and...

  • Quality Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Med-Metrix Full time $40,000 - $80,000 per year

    Job PurposeThe Quality Analyst supports quality auditing, analysis, reporting and the development of plans that lead to positive outcomes. The Quality Analyst will work on risk identification, diagnosing issues, identifying process improvement solutions and process improvement implementation methods utilizing sound principles. Continuous engagement and...

  • Quality Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Enshored Inc. Full time $40,000 - $60,000 per year

    Enshored seeks detail-oriented, diligent, and hard-working Quality Analysts to work with a fast-growing Social Media program. These are high-impact roles and offer great opportunities for career advancement in a BPO setting.Essential duties and responsibilitiesConduct quality assurance evaluations (internal audits) for employees to improve the customer...

  • AR Quality Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Lennor Group Full time ₱55,000 per year

    Our brand, Lennor Metier Consulting , a DOLE-licensed headhunting and recruitment agency in the Philippines, is proud to partner with a Healthcare RCM company in their search for an AR Quality Analyst based in Pasig.Salary Range : up to ₱55,000Work Setup : OnsiteShift Schedule : Night Shift (9PM-5AM)Location : Pasig CityThe roleWe are seeking a...

  • Quality Assurance Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Connext Global Solutions Inc Full time $40,000 - $60,000 per year

    Connext is a dedicated team of business process outsourcing experts and innovators, with experience in supporting world-class companies in Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.We are currently looking for a Quality Assurance Analyst (Healthcare Account) who will be working with Connext's...

  • Quality Assurance Analyst

    2 days ago

    Pasig, National Capital Region, Philippines Connext Full time ₱500,000 - ₱1,000,000 per year

    Connextis a trusted team of business process outsourcing experts and innovators, with proven experience supporting world-class companies across industries such as Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.We are currently looking for aQuality Assurance Analystto join our growing team...

  • Quality Assurance Analyst

    2 days ago

    Pasig, National Capital Region, Philippines GameOps Inc. Full time $30,000 - $50,000 per year

    We are searching for individuals that recognize the value of professional growth through the development of professional skills and have the dedication to achieve such advancement.The main responsibility of this role is to review and validate video recordings submitted by other Testers. It is also to ensure accuracy, completeness, and adhere to testing...

  • Quality Assurance Analyst

    2 days ago

    Pasig, National Capital Region, Philippines iSupport Worldwide Full time $40,000 - $60,000 per year

    Be a part of our fast-growing team and unchain all the possibilitiesWhat is your mission?We are looking for an QA/EDI Analyst to support US healthcare operations by monitoring EDI transactions, resolving file issues, and ensuring compliance with HIPAA standards. You will develop process documentation, troubleshoot data transmission, and assist internal and...