Quality Analyst (Healthcare Service Desk)

Gratitude Inc

36 Views

1 day ago

Quality Analyst (Healthcare Service Desk)

2-3 Year(s)

₱ 57.6 - ₱ 57.65K p.m

Cebu Central Visayas (Mandaue City, Lapu Lapu city)

Job Description

Key Skills

QA Analyst skills IELTS English Language Certification

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Quality Analyst – Healthcare Service Desk

Location: Cebu City, Philippines

Work Setup: 100% Onsite

Work Schedule: Rotational/Shifting Schedule

Employment Type: Full-Time

Start Date: ASAP

Join Our Team as a Healthcare Service Desk Quality Analyst!

Are you passionate about quality, compliance, and delivering exceptional customer experiences? We're looking for a detail-oriented Quality Analyst to support a Healthcare Service Desk operation by ensuring service excellence, driving continuous improvement, and maintaining the highest quality standards.

If you have experience in Healthcare Service Desk Quality Assurance and enjoy using data to improve performance, we'd love to hear from you!

Key Responsibilities

Quality Assurance

- Evaluate customer interactions across calls, emails, chats, and service tickets based on quality and client standards.

- Ensure compliance with internal policies, client requirements, and regulatory guidelines.

- Deliver constructive coaching and feedback to support agent development.

- Maintain accurate quality evaluation records and documentation.

- Conduct QA calibration sessions to ensure evaluation consistency.

- Promote a culture of quality and continuous improvement across operations.

Performance Analytics & Process Improvement

- Analyze quality trends, identify root causes, and recommend corrective actions.

- Prepare detailed quality, performance, and customer experience reports.

- Present findings and actionable recommendations to stakeholders.

- Identify process gaps and implement continuous improvement initiatives.

- Develop quality dashboards, scorecards, and operational metrics.

- Support reporting automation and process optimization projects.

Risk & Compliance

- Identify potential risks affecting KPIs, compliance, service quality, and customer satisfaction.

- Partner with Operations and Support teams to implement preventive and corrective actions.

Qualifications

- Minimum 1 year of Quality Analyst experience in a Healthcare Service Desk environment (required).

- Minimum 2–3 years of overall BPO experience (required).

- Strong analytical, listening, and problem-solving skills.

- Excellent verbal, written, and interpersonal communication skills.

- Intermediate proficiency in Microsoft Office applications.

- High attention to detail and accuracy.

English Proficiency

- Candidates should demonstrate C1-level English communication skills.

- English certification (IELTS, TOEIC, TOEFL, etc.) is an advantage but not required.

- Language proficiency will be assessed during the recruitment process.

Mandatory Requirements

To qualify for this role, candidates must have:

- Healthcare or Clinical support background.

- Healthcare Service Desk Quality Assurance experience.

If you're ready to contribute to a high-performing healthcare support team and make a meaningful impact through quality and continuous improvement, apply today!

Role

Customer Service Analyst

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-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.

Uloaku Mkav

Recruiter - Gratitude Inc

NA, nigeria

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