Customer Service Quality Analyst

2 weeks ago

Manila, National Capital Region, Philippines Private Advertiser Full time ₱250,000 - ₱500,000 per year

About the Role

Are you passionate about driving excellence in customer service? Join our dynamic healthcare BPO team as a Customer Service Quality Analyst, where you'll play a key role in ensuring top-tier service delivery through data-driven insights and process improvements.


Key Responsibilities

  • Investigate service quality concerns, identify root causes, and recommend actionable solutions.
  • Partner with internal teams to streamline processes that elevate the member experience.
  • Lead and support call calibration sessions, including planning, call selection, and rescore assignments.
  • Monitor data integrity, validate corrections, and ensure accuracy across quality metrics.
  • Track and escalate issues within the Quality Closed-Loop system to ensure timely resolution.
  • Continuously identify opportunities to enhance quality standards and promote best practices.

What We're Looking For

Required Qualifications:

  • Minimum of 1 year of experience in a customer service QA role.

  • Strong proficiency in Microsoft Office tools:

  • Word – for document creation and editing

  • Excel – including pivot table creation
  • PowerPoint – for building compelling presentations and storytelling
  • Background in a contact center or customer service environment.

Preferred Qualifications:

  • Experience in project coordination or management.
  • Familiarity with quality evaluation tools and methodologies.
  • Advanced facilitation and coaching capabilities.
  • Bilingual fluency in English and Spanish is a plus.

Why Join Us?

  • Be part of a mission-driven organization focused on improving healthcare experiences.
  • Collaborate with passionate professionals in a supportive and inclusive environment.
  • Grow your career through continuous learning and development opportunities.

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