Healthcare Quality Assurance Analyst


Position Overview


The Quality Assurance Analyst is responsible for monitoring and evaluating the quality of inbound and outbound customer interactions—including telephone calls, emails, and chat—to ensure accuracy and adherence to established quality standards. This role involves documenting quality issues and performance metrics for management review, as well as providing actionable feedback and assistance in the formal education and development processes for team members.


Key Responsibilities
•Quality Monitoring: Evaluate customer interactions against quality standards and compliance protocols.

•Documentation: Record quality issues and performance measures, ensuring data is accurate for management reporting.

•Feedback & Coaching: Provide essential information to support the feedback and training processes for associates, fostering continuous improvement.

•Operational Excellence: Develop personal knowledge, share best practices, and contribute to the refinement of day-to-day activities and processes.

•Mentorship: Act as a subject matter expert, potentially guiding junior team members and supporting the achievement of operational objectives.


Required Qualifications & Skills

•At least 1 year of experience in Healthcare QA. Prior experience in the relevant healthcare field is required.

•Must be able to start ASAP 

•BPO-aligned experience is preferred.
Education: College graduates preferred; undergraduate candidates with relevant experience will be considered.

•Proficiency: Demonstrated ability to work independently within set frameworks and follow established courses of action.

•Schedule: Must be available to work on a night-shift schedule (following Eastern Standard Time).

•Location: Must be willing to work on-site at TP Vertis, Quezon City.

•Competencies: Strong ability to analyze performance data, identify trends, and develop relevant solutions to improve interaction quality.