Quality Analyst (Healthcare Service Desk)

‎Position: Quality Analyst (Healthcare Service Desk)

‎Location: Cebu City

‎Work Setup: Onsite

‎Work Schedule: shifting schedule

‎Salary: 57,650

‎Target Start Date: August 14, 2026

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‎About the Role

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‎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.

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‎Key Responsibilities

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‎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

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‎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

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‎Risk Management:

‎Identify risks related to KPIs, compliance, quality, and client requirements

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‎Qualifications

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‎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.