QA Analyst Level I

MedRisk; Mandaluyong; Sur place; PHP 240 000 - 420 000; Plein temps

Résumé du poste

MedRisk is hiring a QA Analyst Level I in Metro Manila to monitor service quality and drive process improvements. You will audit calls, chats, and emails, provide coaching feedback, and help refine QA standards.

The role emphasizes data analysis, attention to detail, and collaboration with supervisors and trainers to uphold client expectations and regulatory requirements.

Qualifications

• Bachelor's degree in health science or related field.
• 0–1 year experience as a QA Analyst or similar role.
• Clear and effective verbal and written communication skills.
• Ability to analyze data, identify trends, and draw conclusions.
• Understanding of customer expectations and experience.
• Attention to detail and ability to spot errors.
• Willingness to learn new technologies and processes.
• Ability to identify problems, analyze causes, and propose solutions.
• Strong collaboration with team members.
• Good time management to meet deadlines.
• Proficiency with MS Word, Excel, PowerPoint, SharePoint.

Responsabilités

• Evaluate calls, chats, emails, or other customer interactions against standards.
• Review metrics like customer satisfaction and first contact resolution for trends.
• Provide constructive feedback to support coaching and development.
• Contribute to refining quality standards, criteria, and scoring systems.
• Analyze data to identify process or training improvements.
• Prepare and present quality performance reports to stakeholders.
• Contribute to training programs for agents on QA standards.
• Collaborate with supervisors, trainers, and stakeholders to implement improvement initiatives.
• Ensure adherence to policies, procedures, and regulatory QA requirements.
• Stay updated on QA industry trends and technologies.

Connaissances

Verbal communication

Written communication

Data analysis

Trend identification

Attention to detail

Learn new technologies

Problem solving

Collaboration

Time management

Formation

Bachelor's degree in health science

Bachelor's degree in medical field

Outils

MS Word

MS Excel

PowerPoint

SharePoint

Description du poste

Job Description

QA Analyst Level I - Non-exempt

Job Purpose

Ensures the delivery of high-quality services, adhering to established standards and client expectations, while also contributing to process improvement and customer satisfaction. This involves monitoring employee performance, conducting audits, providing feedback, and identifying areas for improvement.

Duties

• Evaluating calls, chats, emails, or other customer interactions to assess quality against established standards
• Examining metrics like customer satisfaction, first call resolution, and other relevant KPIs to identify trends and areas for improvement
• Providing constructive and actionable feedback to support coaching and developmental opportunities
• Contributing to the development and ongoing refinement of quality standards, evaluation criteria, and scoring systems
• Analyzing interactions and data to pinpoint areas where processes, training, or technologies can be enhanced to improve service quality
• Preparing reports on quality performance, trends, and areas for improvement, and presenting findings to stakeholders
• Contributing to the development and delivery of training programs for agents on quality standards and best practices
• Working with supervisors, trainers, and other stakeholders to implement quality improvement initiatives and ensure consistency in evaluation processes
• Monitoring adherence to company policies, procedures, and regulatory requirements related to quality assurance
• Keeping abreast of industry trends, best practices, and emerging technologies related to quality assurance.
• Other duties as assigned

Requirements/Skills/Qualifications

• Graduate of a bachelor’s degree from an accredited university or college, preferably within a health science and/or medical field of study
• Proficiency as a Quality Assurance Analyst with 0 - 1 years’ experience
• Clear and effective verbal and written communication skills
• Ability to analyze data, identify trends, and draw conclusions
• Understanding of customer expectations and experience
• Ability to pay close attention to details and identify errors or inconsistencies
• Ability to learn new technologies and processes
• Ability to identify problems, analyze causes, and recommend solutions
  • Ability to collaborate effectively with other team members
  • Time management is a must, as most of the tasks given are deadline driven
  • Working knowledge of MS Word, Excel, PowerPoint, SharePoint etc.
• Preferred Skills/Qualifications
  • Background in Medical Terminology and CPT/ ICD-9/ ICD-10 Coding
  • Certified Lean, Six Sigma
  • Capable of performing assigned tasks with little supervision
  • Experience working in a multitask environment, taking directions from multiple staff