Hiring: Service Desk Team Leader | Healthcare Service Desk | Healthcare QA | BPO | Cebu City

Gratitude Inc

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5 hours ago

Hiring: Service Desk Team Leader | Healthcare Service Desk | Healthcare QA | BPO | Cebu City

4-6 Year(s)

Cebu Central Visayas

Job Description

Key Skills

Service Desk ITSM BPO Service Desk ITSM Tools: ServiceNow, JIRA, or similar platforms ITIL knowledge ITIL Foundation Service Now Experience

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We are looking for an experienced Quality Analyst with a strong background in Healthcare Service Desk to help drive quality, compliance, and continuous improvement within a dynamic BPO environment. If you have experience in Healthcare QA, Quality Auditing, Customer Experience, Performance Analytics, and Process Improvement, we'd love to hear from you.

Key Responsibilities

Monitor and evaluate calls, emails, chats, and support tickets to ensure compliance with quality standards and client requirements
Conduct quality audits, provide coaching and actionable feedback, and facilitate calibration sessions
Analyze quality trends, identify root causes, and recommend continuous process improvements
Develop quality reports, dashboards, and performance insights for stakeholders
Support customer experience initiatives and operational excellence programs
Identify compliance risks and recommend corrective actions to improve quality and performance
Ensure adherence to internal policies, regulatory requirements, and healthcare service standards

Qualifications

Experience as a Quality Analyst in a Healthcare Service Desk environment (required)
BPO experience is required
English Language Certification (IELTS, TOEIC, TOEFL, or equivalent)
Strong background in Quality Assurance, Quality Audits, Coaching, and Performance Analytics
Excellent verbal and written communication skills
Strong analytical, problem-solving, and attention-to-detail skills
Intermediate proficiency in Microsoft Office applications

If you have experience in Healthcare Quality Assurance, Healthcare Service Desk, Technical Support QA, Customer Support Quality, Process Improvement, or Performance Analytics, we'd love to connect with you.

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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