Life Sciences QA Analyst – Cebu

Cognizant

Cebu City

On-site

PHP 279,000 - 502,000

Full time

6 days ago

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Job summary

Cognizant in Cebu City is seeking an experienced Quality Assurance professional to monitor and evaluate customer interactions within a healthcare support environment. You will ensure agents follow scripts, measure performance, and provide actionable feedback to improve accuracy, empathy, and compliance.

Collaborating with the training team, you will suggest coaching, participate in calibration sessions, and generate reports that track quality trends.

Qualifications

Minimum 4 years of experience in a call center or customer service environment, with prior exposure to quality assurance preferred.
Familiarity with healthcare billing, insurance claims processing, and medical terminology.

Responsibilities

Monitor inbound and outbound calls for quality assurance and ensure agents adhere to scripts and procedures.
Evaluate agent performance based on accuracy, empathy, communication clarity, and policy adherence.
Provide detailed feedback and actionable insights to agents for improvement and best practices.
Collaborate with training to recommend coaching sessions or refresher courses.
Attend calibration sessions to align quality scoring criteria across teams.
Serve as the point of contact for quality-related queries for internal and external stakeholders.
Generate reports on call quality scores, trends, and agent performance metrics.
Work with supervisors and managers to recommend changes that enhance patient experience.