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


NOTE: ANSWER THE PRE-SCREENING NOTE AND LEAVE YOUR ANSWER AS COMMENTS
Pre-Screening Notes:
Years of relevant experience:

Experience with Healthcare Service Desk environment

Have English Language Certification

BPO Experience

Last drawn salary

Expected salary