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

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

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