Healthcare Quality Analyst - AI Call Quality (Night Shift)

Hammerjack Pty Ltd; Philippines; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare coverage on day one

Performance bonuses

Paid time-off with cash conversion

Group life insurance

Career growth opportunities

Job summary

MicroSourcing in Cebu, Philippines, is seeking a Healthcare Quality Analyst (AI Call Quality) to review live and recorded interactions, assess AI agent performance, and provide evidence-based feedback to improve accuracy and customer experience.

The role requires strong English, QA experience in contact centers, and comfort with AI tools; onsite night shift, with opportunities for growth and a comprehensive benefits package including healthcare and PTO.

Qualifications

• 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).

Responsibilities

• 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.

Skills

Quality assurance

Call monitoring

Coaching

Contact center operations

English proficiency

Analytical skills

Tools

Call monitoring platforms

CRMs

Healthcare systems

Job description

MicroSourcing in Cebu, Philippines, is seeking a Healthcare Quality Analyst (AI Call Quality) to review live and recorded interactions, assess AI agent performance, and provide evidence-based feedback to improve accuracy and customer experience.

The role requires strong English, QA experience in contact centers, and comfort with AI tools; onsite night shift, with opportunities for growth and a comprehensive benefits package including healthcare and PTO.