Quality Analyst – Healthcare Service Desk

JOB TITLE: Quality Analyst – Healthcare Service Desk

LOCATION: Cebu City
WORK SETUP: Onsite
WORK SHIFT: Shifting Schedule
EMPLOYMENT TYPE: Permanent, Full-Time
SALARY PACKAGE: PHP 50,000 - 57,650 Monthly
WELCOME BONUS: PHP 20,000
TARGET START DATE: August 14, 2026

ROLE OVERVIEW

We are hiring an experienced Quality Analyst to support a Healthcare Service Desk operation in Cebu City.

The successful candidate will monitor service quality across calls, emails, chats, and support tickets. The role also involves ensuring compliance with quality standards, analyzing performance trends, identifying operational gaps, and recommending improvements that enhance customer experience.

KEY RESPONSIBILITIES

Transactional Quality

• Review calls, emails, chats, and support tickets based on established quality standards
• Ensure compliance with internal, regulatory, and operational requirements
• Provide clear and constructive feedback to associates
• Maintain accurate quality evaluation records and documentation
• Facilitate quality calibration and coaching sessions
• Promote consistent quality standards across supported programs

Performance Analytics and Process Improvement

• Identify performance trends, root causes, risks, and improvement opportunities
• Prepare detailed quality and customer experience reports
• Present findings and recommendations to stakeholders
• Recommend and support process improvements
• Create process maps and identify operational gaps
• Develop quality metrics, scorecards, reports, and dashboards
• Support reporting automation and continuous improvement initiatives

Risk Management

• Identify risks involving KPIs, compliance, service quality, and operational requirements
• Escalate significant quality or compliance concerns
• Track corrective actions and support preventive measures

QUALIFICATIONS

• At least one year of Quality Analyst experience in a Healthcare Service Desk environment
• Two to three years of overall BPO experience
• Healthcare or clinical background
• Experience reviewing calls, emails, chats, or service desk tickets
• Excellent spoken and written English communication skills
• Strong listening, analytical, reporting, and interpersonal skills
• Intermediate proficiency in Microsoft Office
• Strong attention to detail and accuracy
• Willing to work onsite in Cebu City
• Willing to work a shifting schedule

ENGLISH REQUIREMENT

• C1-level English proficiency
• IELTS, TOEIC, TOEFL, or another English certification is an advantage but not required
• English communication skills will be assessed during the recruitment process

LOCATION REQUIREMENT

Candidates based in Central Visayas and Mindanao are encouraged to apply.

Applications from candidates currently based in Metro Manila cannot be considered for this opening.

ELIGIBILITY REQUIREMENT

Candidates who were previously employed by the hiring organization, either directly or through a third-party vendor, are not eligible for this position.

PRE-SCREENING QUESTIONS