Quality Analyst

2 weeks ago

Pasig, National Capital Region, Philippines IMPACT Training & Consultancy Services Full time ₱900,000 - ₱1,200,000 per year

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

Application Question(s):

  • Experienced in healthcare account?
  • How much is your expected salary?

Work Location: In person

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