Quality Analyst

2 weeks ago

Ortigas Metro Manila, Philippines VEE HEALTHTEK PH INC. Full time ₱250,000 - ₱500,000 per year

Position Summary:

The Quality Analyst (QA) in a Patient Support Call Center is responsible for monitoring and evaluating the quality of customer interactions to ensure compliance with company policies, regulatory requirements, and service excellence standards. The QA will provide feedback, coaching, and recommendations for continuous improvement to enhance patient experience and operational efficiency.

Key Responsibilities:

  1. Listen to and review recorded and live calls to assess adherence to protocols, compliance, and service quality.
  2. Score calls based on predefined quality parameters, including empathy, accuracy, compliance, and call resolution.
  3. Ensure all patient interactions comply with HIPAA (Health Insurance Portability and Accountability Act) and other regulatory requirements.
  4. Identify process gaps, compliance risks, and training needs.
  5. Provide constructive feedback to agents to improve communication, accuracy, and adherence to scripts.
  6. Conduct coaching sessions and share best practices to enhance patient satisfaction.
  7. Maintain detailed QA reports and dashboards to track agent performance and overall service quality trends.
  8. Identify recurring issues and recommend process improvements to leadership.
  9. Collaborate with trainers and managers to develop training programs based on QA findings.
  10. Suggest workflow optimizations and policy updates to improve efficiency and patient experience.
  11. Analyse patient feedback and complaints to identify service improvement opportunities.
  12. Work closely with supervisors and leadership to implement service enhancements.

Qualifications & Skills:

  1. Bachelor's degree or relevant experience in healthcare, customer service, or quality assurance.
  2. 2+ years of experience in a call center QA role, preferably in a healthcare or patient support environment.
  3. Strong understanding of healthcare compliance standards (HIPAA, CMS, etc.).
  4. Excellent analytical, listening, and communication skills.
  5. Proficiency in QA tools, reporting software, and Microsoft Office Suite.
  6. Ability to provide coaching in a constructive and motivational manner.
  7. Strong problem-solving skills with attention to detail.

Preferred Qualifications:


• Knowledge of customer service best practices and call center KPIs.


• Familiarity with CRM and call monitoring systems.

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