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
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
QA Analyst
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.
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