Patient Experience QA Specialist (Hybrid)

Careers at Eucalyptus; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work

Wellness budget

Family health cover

Transport allowance

13th month pay

Job summary

Eucalyptus is seeking a QA-focused specialist to ensure high-quality, empathetic patient support as the business scales. You will audit interactions, generate actionable weekly QA insights, and collaborate across teams to drive improvements in processes and content.

Role reports to Senior Operations Manager for Juniper Australia; hybrid on-site 2-3x weekly at Makati hub, with opportunities to shape care standards and impact patient outcomes at scale.

Qualifications

• 4-5 years of experience in quality control in a fast-paced, customer-centric environment.
• Strong customer-centric mindset with empathy and good tone.
• Analytical with data-to-insights ability and clear recommendations.
• Excellent communication across levels, from frontline to senior stakeholders.
• Experience in QA, process improvement, or customer support operations is a strong advantage.

Responsibilities

• Audit patient support interactions for quality and empathetic tone.
• Produce weekly QA reports with trends and coaching recommendations.
• Analyze QA results and metrics to identify patterns and improvements.
• Maintain macros, templates, and workflows reflecting product/policy changes.
• Collaborate to design and deliver training; measure impact via QA outcomes.
• Work with specialists to identify gaps, automate, and improve turnaround times.
• Share patient insights with cross-functional partners to inform improvements.

Skills

Quality control

Customer support

Analytics

Communication

Process improvement

Job description

Eucalyptus is seeking a QA-focused specialist to ensure high-quality, empathetic patient support as the business scales. You will audit interactions, generate actionable weekly QA insights, and collaborate across teams to drive improvements in processes and content.

Role reports to Senior Operations Manager for Juniper Australia; hybrid on-site 2-3x weekly at Makati hub, with opportunities to shape care standards and impact patient outcomes at scale.