Quality Assurance Analyst

2 weeks ago

San Fernando, Central Luzon, Philippines Connext Global Solutions Inc Full time ₱900,000 - ₱1,200,000 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 who will be working with Connext's Client in the United States of America.

What's in it for you?

  • Competitive compensation
  • Perfect Attendance Bonus
  • Life insurance
  • HMO Insurance
  • Great company culture
  • 25% Night Differential
  • Annual Increase
  • Mid- Year Bonus

What is the job?

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.

Responsibilities:

  • Conducts call monitoring, case reviews, and documentation audits to ensure accuracy, empathy, and compliance with HIPAA, Medicare, and company standards.
  • Provides actionable feedback and coaching to improve service delivery, communication, and issue resolution.
  • Analyzes quality trends and partners with leadership to recommend process and training enhancements.
  • Maintains accurate records of quality reviews, scores, and follow-up actions.
  • Collaborates with Trainers and Team Leaders to address skill gaps and uphold service excellence standards.
  • Participates in calibration sessions and supports procedure updates to ensure consistency and workflow improvements.

Qualifications:

  • At least 2 years of experience in Quality Assurance, preferably in healthcare, BPO, or member services.
  • Knowledge of healthcare compliance requirements (HIPAA, Medicare).
  • Strong written and verbal communication skills in English.
  • Detail-oriented with the ability to analyze data and identify trends for improvement.
  • Collaborates with cross-functional teams to enhance service quality.
  • Experience in healthcare QA, compliance, or call monitoring tools is an advantage.

Be part of a growing global team that values innovation, collaboration, and professional growth. Apply today and take the next step in your career with Connext

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