Quality Analyst (Healthcare Service Desk)
Gratitude IncQuality Analyst (Healthcare Service Desk)
Job Description
Key Skills
0 candidate(s) have already applied for this Job. Apply now
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
• At least 1 year of Quality Analyst experience in a Healthcare Service Desk environment (non
negotiable)
• 2–3 years of overall BPO experience (non-negotiable)
• Excellent oral, written, and interpersonal communication skills
• Strong listening and analytical skills
• Intermediate proficiency in Microsoft Office
• High attention to detail and accuracy
English Requirement
• IELTS, TOEIC, TOEFL, or other English certification is not required but is a plus.
• Candidate should demonstrate C1-level English proficiency.
• Language skills will be assessed through interviews and assessments (e.g., Versant).
Non-Negotiable
• Healthcare/Clinical background
• Healthcare Service Desk QA experience
Pre-Screening Notes:
Years of relevant experience:
Experience with Healthcare Service Desk environment
Have English Language Certification
BPO Experience
Last drawn salary
Expected salary
Role
WFM
Timings
Rotational Shifts (Contract To Hire)
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?
Get the Best Jobs
on your Fingertips
Similar Jobs
HR Application Consultant (UKG Ready Implementation)
Gratitude Inc2 - 10 Year(s)
Confidential
Cebu Central Visayas, Philippines
Service Desk Team Leader
Gratitude Inc4 - 27 Year(s)
₱ 60 - ₱ 62.9K p.m
Cebu Central Visayas, Philippines
0 - 5 Year(s)
₱ 15 - ₱ 20K p.m
Cebu Central Visayas, Philippines
NON EXPERIENCE AND EXPERIENCE BPO CANDIDATES NEEDED
Gratitude Inc0 - 10 Year(s)
Confidential
Cebu Central Visayas, Philippines
Service Desk Team Leader
Gratitude Inc4 - 7 Year(s)
Confidential
Cebu Central Visayas, Philippines
Customer service representative -Travel Account -EXL
Gratitude Inc1 - 4 Year(s)
₱ 10 - ₱ 15K p.m
Cebu Central Visayas, Philippines
Wipro CEBU -CSR Healthcare /Retail account
Gratitude Inc0 - 18 Year(s)
₱ 20 - ₱ 30K p.m
Cebu Central Visayas, Philippines
CSR -Auto Insurance Account -EXL Cebu
Gratitude Inc1 - 18 Year(s)
₱ 10 - ₱ 15K p.m
Cebu Central Visayas, Philippines
CSR: Teleperformance company Cebu
Gratitude Inc0 - 22 Year(s)
₱ 15 - ₱ 25K p.m
Cebu Central Visayas, Philippines
Join Our Travel Account Team
Gratitude Inc1 - 10 Year(s)
Confidential
Cebu Central Visayas, Philippines