Healthcare QA Specialist - Night Shift (Onsite, Cebu)

MicroSourcing International; Cebu City; Presencial; PHP 279 000 - 502 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Healthcare on day one coverage

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Resumo da oferta

MicroSourcing, a leading offshore managed services provider in the Philippines, seeks a Quality Assurance Specialist (Healthcare) to join our Cebu team onsite. You will review live and recorded interactions, monitor AI and human agent performance, and deliver actionable feedback to improve accuracy and customer experience.

The role requires healthcare QA experience, strong English skills, and comfort with AI tools and healthcare systems.

Qualificações

• Healthcare experience is required.
• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English skills with a sharp ear for tone, empathy, pacing, clarity, and overall customer experience.
• Excellent analytical and documentation skills with the ability to provide objective, evidence-based feedback.
• Tech-savviness and comfort learning AI tools, call monitoring platforms, CRMs, and healthcare systems.
• Availability to work during required U.S. business hours (Eastern Time zone).

Responsabilidades

• Review and score live and recorded interactions handled by Human-in-the-Loop specialists and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying hallucinations, workflow errors, or script defects, and document findings for operational resolution.
• Provide clear, evidence-based feedback, coaching opportunities, and performance evaluations to support specialist growth and accountability.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors to recommend actionable process and workflow improvements.
• Participate in calibration sessions, audit tracking, and recurring QA reporting while ensuring strict privacy and organizational compliance.

Conhecimentos

Quality assurance

Call monitoring

Coaching

Customer experience

English proficiency

Tech-savviness

US Eastern Time availability

Ferramentas

CRM software

Healthcare systems

AI tools

Descrição da oferta de emprego

MicroSourcing, a leading offshore managed services provider in the Philippines, seeks a Quality Assurance Specialist (Healthcare) to join our Cebu team onsite. You will review live and recorded interactions, monitor AI and human agent performance, and deliver actionable feedback to improve accuracy and customer experience.

The role requires healthcare QA experience, strong English skills, and comfort with AI tools and healthcare systems.