Are you an experienced Quality Analyst with a background in Healthcare Service Desk? Do you have a passion for improving customer experience, maintaining quality standards, and driving operational excellence?

We're looking for a detail-oriented and analytical Quality Analyst to join our team in Cebu City. If you thrive in a fast-paced BPO environment and enjoy using data to improve performance, we'd love to hear from you!

What You'll Do

Quality Assurance

• Evaluate calls, emails, chats, and support tickets against client and quality standards.
• Ensure compliance with internal policies, client requirements, and regulatory standards.
• Deliver constructive coaching and feedback to support agent development.
• Maintain accurate quality evaluation records and documentation.
• Facilitate QA calibrations and coaching sessions with Operations and stakeholders.
• Promote a culture of quality and continuous improvement across the team.

Performance & Process Improvement

• Analyze quality trends, customer feedback, and performance data to identify improvement opportunities.
• Prepare and present quality, compliance, and customer experience reports.
• Recommend and implement process improvements that enhance service delivery.
• Create process maps, identify operational gaps, and support workflow optimization.
• Develop quality metrics, dashboards, and reporting tools.
• Support automation and reporting initiatives to improve operational efficiency.

Risk & Compliance

• Identify potential risks affecting quality, compliance, KPIs, and client satisfaction.
• Help ensure adherence to healthcare and organizational quality standards.

What We're Looking For

Quality Analyst experience in a Healthcare Service Desk environment (Required)

BPO experience is required

English Language Certification such as IELTS, TOEIC, TOEFL, or equivalent

Excellent verbal and written English communication skills

Strong listening, analytical, and problem-solving abilities

High attention to detail with a commitment to accuracy

Intermediate proficiency in Microsoft Office applications

Ability to analyze data, identify trends, and recommend practical solutions

Why Join Us?

• Competitive monthly salary 
  
• Opportunity to work in a growing Healthcare Service Desk environment
• Be part of a team that values quality, innovation, and continuous improvement
• Collaborate with experienced professionals and business leaders
• Build your career in quality assurance with meaningful growth opportunities

Important Requirement

Healthcare Service Desk Quality Analyst experience is mandatory.

Applications without Healthcare Service Desk QA experience will not be considered.

Apply Today!

If you're passionate about quality, customer experience, and continuous improvement, apply now and become part of a team dedicated to delivering exceptional healthcare support services.