Highlights

• Competitive compensation and benefits packages
• Continuous professional development and learning opportunities
• Regular engagement activities and events

QUALITY ANALYST

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and be #DecidedlyDifferent!

ROLE OVERVIEW

We are looking for a Quality Analyst to be part of our team.

• We are seeking a highly motivated and detail-oriented Quality Analyst to join our dynamic Quality team. This role is critical in ensuring that operational processes and customer interactions consistently meet established standards of accuracy, compliance, and efficiency. The Quality Analyst will conduct audits across multiple workflows (e.g., customer service interactions, medical record processing), provide constructive feedback to associates, and contribute to continuous improvement initiatives.

MAIN RESPONSIBILITIES

Quality Monitoring and Evaluation

• Conduct audits of transactions (calls, emails, records, etc.) against established quality standards and evaluation forms.
• Assess associate performance for accuracy, compliance, and adherence to company policies and procedures.
• Validate escalations and feedback from leadership and stakeholders.
• Evaluate new hire performance during certification, providing detailed feedback and accuracy scores.

Feedback and Communication

• Deliver clear, actionable feedback to associates and team leads, highlighting strengths and areas for improvement.
• Share audit results promptly via email or shared platforms to ensure transparency.
• Participate in calibration sessions with Quality, Operations, and Program Management to maintain consistent scoring standards.
• Conduct QA sessions to discuss error trends and provide corrective guidance.

Compliance and Process Improvement

• Ensure strict compliance with HIPAA and other relevant privacy and confidentiality standards.
• Contribute to the development and enhancement of quality processes and procedures.
• Maintain comprehensive knowledge of client-specific requirements, systems, and workflows.
• Provide feedback on processing formats and quality standards.

Data Analysis and Reporting

• Maintain accurate and organized quality data.
• Generate reports and analyses to identify trends, patterns, and improvement opportunities.
• Meet departmental productivity requirements (e.g., number of audits, calls monitored, emails evaluated).

Training and Development

• Attend training sessions and team meetings to stay updated on policy changes, legislation, and best practices.
• Perform cross-functional tasks as needed based on business requirements.

Confidentiality

• Maintain strict privacy and confidentiality of all customer and client data.

Requirements

• Has at least 2 years of experience as a Quality Analyst.
• Must have at least 1 year of experience in any role within the healthcare industry.
• Willing to work night shifts and flexible or shifting schedules.
• Must be able to work on our site 8th Floor Zeta Tower Bridgetowne, C-5 Quezon City.