Quality Analyst (Healthcare Service Desk)

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