Quality Assurance Specialist

1 week ago

San Fernando, Central Luzon, Philippines Connext Full time ₱900,000 - ₱1,200,000 per year

The
Quality Assurance Analyst
is responsible for monitoring, evaluating, and improving member interactions to ensure compliance, accuracy, empathy, and professionalism. The role identifies performance trends, coaching opportunities, and process improvements to support a consistently high-quality member experience aligned with organizational standards and healthcare compliance requirements.

Job Description


• Conducts call monitoring, case reviews, and documentation audits to ensure accuracy, empathy, and compliance with HIPAA, Medicare, and organizational standards.


• Provides actionable feedback and coaching to team members to enhance service delivery, communication, and resolution.


• Analyzes quality trends and collaborates with leadership to recommend process and training improvements.


• Maintains accurate records of quality reviews, scoring, and follow-up actions.


• Partners with Trainers and Team Leaders to address skill gaps and reinforce service excellence standards.


• Participates in calibration sessions to ensure consistency in quality evaluation and scoring.


• Contributes to procedure updates and identifies opportunities for workflow improvements.

Required Qualifications


• Knowledge in healthcare compliance requirements (HIPAA, Medicare).


• Clear and coherent both written and verbal communication skills in English, to convey information, provide feedback, and guide teams.


• Detail-oriented with the ability to analyze data and identify trends for process improvements.


• Collaborate with cross-functional teams to enhance service quality.

Screening Criteria


• Bachelor's degree in business, healthcare management, or a related field preferred.


• Minimum of two (2) years of experience in quality assurance, preferably in healthcare, BPO, or member services.


• Must have stable employment history.

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