Healthcare QA Analyst: AI Call Quality (Night Shift, Cebu)

MicroSourcing; Cebu City; On-site; PHP 446,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage day one

Performance bonuses

Paid time off with cash conversion

Group life insurance

Above-market compensation

Team events

Job summary

MicroSourcing in Cebu, Philippines is seeking a Healthcare Quality Analyst (AI Call Quality) to review and score live and recorded calls, ensuring accuracy, tone, and compliance across human and AI interactions.

You will analyze call quality metrics, provide objective feedback and coaching, and contribute to process improvements while aligning with privacy requirements and US Eastern business hours.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English with empathetic, clear communication.
• Comfort with AI tools and healthcare software; ability to work US Eastern business hours.

Responsibilities

• Review and score live and recorded interactions for compliance and tone.
• Assess AI agent performance and document findings for resolution.
• Provide feedback, coaching, and evaluations to support specialist growth and accountability.
• Analyze customer satisfaction trends and call-quality metrics to drive improvements.
• Participate in calibration, audits, and QA reporting while ensuring privacy and compliance.

Skills

Quality assurance

Call monitoring

Coaching

Customer experience

English proficiency

Tools

AI tools

Call monitoring platforms

CRM systems

Healthcare systems / EHR

Job description

MicroSourcing in Cebu, Philippines is seeking a Healthcare Quality Analyst (AI Call Quality) to review and score live and recorded calls, ensuring accuracy, tone, and compliance across human and AI interactions.

You will analyze call quality metrics, provide objective feedback and coaching, and contribute to process improvements while aligning with privacy requirements and US Eastern business hours.