QA Analyst - Healthcare & AI Ops (Onsite, Night Shift)

MicroSourcing; Cebu City; On-site; PHP 420,000 - 660,000; Full time

Benefits offered by this job

Healthcare on day one

Performance bonuses

Paid time-off

Group life insurance

Career growth

Flexible work arrangements

Job summary

MicroSourcing is seeking a Quality Assurance Analyst to monitor live and recorded interactions in healthcare and AI operations. You will evaluate agent performance, identify issues, and provide actionable coaching to improve accuracy, tone, and customer experience.

The role requires strong English, analytical skills, and comfort with AI tools, with availability for US Eastern business hours. Onsite night shift in Cebu, Philippines, offers growth and competitive rewards.

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.

Job description

MicroSourcing is seeking a Quality Assurance Analyst to monitor live and recorded interactions in healthcare and AI operations. You will evaluate agent performance, identify issues, and provide actionable coaching to improve accuracy, tone, and customer experience.

The role requires strong English, analytical skills, and comfort with AI tools, with availability for US Eastern business hours. Onsite night shift in Cebu, Philippines, offers growth and competitive rewards.