Quality Analyst (Healthcare Service Desk)

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