Quality Analyst (Healthcare Service Desk)

Gratitude Inc

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1 week ago

Quality Analyst (Healthcare Service Desk)

0-3 Year(s)

0 - ₱ 57.65K p.m

Cebu Central Visayas

Job Description

Key Skills

QA Analyst skills IELTS English Language Certification

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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

English Language Certification (IELTS, TOEIC, TOEFL, or equivalent)

Excellent oral, written, and interpersonal communication skills

Exceptional listening and analytical skills

Intermediate proficiency in Microsoft Office applications

Strong attention to detail and accuracy

Quality Analyst experience in a Healthcare Service Desk environment (non-negotiable)

BPO experience required

Role

Quality Assurance Executive

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Functional Area

IT Software/Hardware

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.

Rayvon Wanjala

Recruiter - Gratitude Inc

NA, kenya

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Cebu Central Visayas, Philippines

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