Account: Healthcare

Work set up: On-site at Taguig (candidates must be living in the ff locations: Pasay, Taguig, Pasig, Makati, Mandaluyong, if they are open to relocate, advise them to update their CVs with their possible new location from the given list)
Work shift: Shifting
Salary Package: 45k -50k
Start date: ASAP
BPO industry experience in the relevant role is required.

Job Summary:

We are seeking a detail-oriented and bilingual (Spanish-English) Quality Auditor to join our healthcare support team. The Quality Auditor will be responsible for evaluating and ensuring the quality of service interactions (calls, chats, emails) delivered by our healthcare support representatives. The role ensures compliance with internal standards, regulatory requirements, and customer expectations, with a focus on Spanish-language interactions.

Key Responsibilities:

• Audit Spanish and English interactions (calls, chats, emails) to assess performance, accuracy, and compliance with healthcare protocols.
• Provide constructive feedback to agents to improve service quality and customer experience.
• Collaborate with training and operations teams to identify performance gaps and recommend coaching or retraining.
• Track and report quality metrics, trends, and audit findings regularly.
• Ensure compliance with HIPAA and other applicable healthcare regulations.
• Participate in calibration sessions to maintain scoring consistency across QA team.
• Assist in process improvement initiatives to enhance service delivery.

Qualifications:

• Bachelor’s degree or equivalent experience.
• Fluent in Spanish and English (written and verbal).
• 1–2 years of experience in a quality assurance role, in a healthcare BPO environment.
• Strong knowledge of healthcare processes
• Excellent analytical, communication, and interpersonal skills.
• Proficient in using QA tools, CRM systems, and Microsoft Office Suite.
• Ready to start immediately

What We Offer:

At First source Solutions Limited, we are committed to providing a supportive and rewarding
work environment. In addition to a competitive salary, we offer:
 Comprehensive health insurance coverage.
 Generous paid time off and holiday leave.
 Opportunities for career development and advancement.
 A collaborative and inclusive company culture.
 Modern, well-equipped work facilities.

PRE-SCREENING QUESTIONS:

1. How many years of QA experience do you have in a healthcare BPO setting?
2. What is your Spanish language level of proficiency ?
3. How much is your last drawn salary?
4. How much is your salary expectations?
5. Are you able to work onsite in Taguig with a shifting working schedule?
6. Can you start immediately?