Quality Analyst (Healthcare Service Desk)
Gratitude IncQuality Analyst (Healthcare Service Desk)
Job Description
Key Skills
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Position: Quality Analyst (Healthcare Service Desk)
Location: Cebu City
Work Setup: Onsite
Work Schedule: Shifting schedule
Salary: 57,650
Target Start Date: August 14, 2026
About the Role
We are looking for a Quality Analyst to ensure compliance with quality standards within a Healthcare Service Desk environment while driving continuous improvement and enhancing customer experience.
Key Responsibilities
Transactional Quality:
- Review calls, emails, chats, and tickets based on client and quality standards
- Ensure compliance with internal and regulatory requirements
- Provide constructive feedback to associates
- Maintain quality evaluation records and documentation
- Facilitate QA calibration and coaching sessions
- Promote quality standards across supported programs
Performance Analytics and Process Improvement:
- Identify root causes, trends, and opportunities for improvement
- Create detailed quality and customer experience reports
- Present findings and recommendations to stakeholders
- Recommend and implement process improvements
- Create process maps and identify operational gaps
- Develop quality metrics and dashboards
- Support automation and reporting initiatives
Risk Management:
- Identify risks related to KPIs, compliance, quality, and client requirements
Qualifications
- English Language Certification (IELTS, TOEIC, TOEFL, or equivalent)
- Excellent oral, written, and interpersonal communication skills
- Exceptional listening and analytical skills
- Intermediate proficiency in Microsoft Office applications
- Strong attention to detail and accuracy
- Quality Analyst experience in a Healthcare Service Desk environment (non-negotiable)
- BPO experience required
Want me to make a short version of this for job posts or sourcing messages?
Role
Account Manager
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Process
Voice
Functional Area
ITES / BPO / Customer Service
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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