QA Analyst, Healthcare & AI Ops (Night Shift)

MicroSourcing International; Cebu City; On-site; PHP 446,000 - 725,000; Full time

Benefits offered by this job

Healthcare on day one

PTO with cash conversion

Group life insurance

Performance bonuses

Team events

Work-life harmony

Career growth

Inclusive culture

Job summary

MicroSourcing in Cebu, Philippines, seeks a Quality Assurance Analyst for Healthcare & AI Operations to review live and recorded interactions, ensuring quality, tone, and accuracy while guiding AI agent performance and process improvements.

The role emphasizes coaching, documentation, and analysis of QA metrics, with a focus on privacy and compliance within healthcare contexts. Night shift, onsite, with opportunities for growth and a collaborative team environment.

Qualifications

• Proven experience in QA, call monitoring, coaching, or contact center operations.
• Excellent spoken and written English with tone and empathy.
• Analytical and documentation skills with evidence-based feedback.
• Tech-savvy; comfortable with AI tools, call monitoring platforms, CRMs, and healthcare systems.
• Available to work during US business hours (Eastern Time).

Responsibilities

• Review and score live and recorded interactions for compliance, tone, and accuracy.
• Assess AI agent performance; identify hallucinations, workflow errors, or script defects.
• Provide actionable feedback, coaching, and evaluations for growth.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors for improvements.
• Participate in calibration sessions, audit tracking, and QA reporting with privacy compliance.

Skills

Quality assurance

Call monitoring

Coaching

Contact center operations

English proficiency

Analytical skills

Documentation

Tech-savviness

US hours availability

Tools

CRM systems

Healthcare systems

AI tools

Job description

MicroSourcing in Cebu, Philippines, seeks a Quality Assurance Analyst for Healthcare & AI Operations to review live and recorded interactions, ensuring quality, tone, and accuracy while guiding AI agent performance and process improvements.

The role emphasizes coaching, documentation, and analysis of QA metrics, with a focus on privacy and compliance within healthcare contexts. Night shift, onsite, with opportunities for growth and a collaborative team environment.