Quality Analyst

RecruitNest Consulting; Cebu City; On-site; PHP 360,000 - 600,000; Full time

Job summary

RecruitNest Consulting is seeking a Quality Analyst (Healthcare Service Desk) to safeguard high-quality support in a healthcare service desk environment. You will review interactions, monitor quality standards, analyze trends, and propose improvements to boost customer experience and operational performance.

You will work with operations and stakeholders to drive process enhancements, develop metrics and dashboards, and provide actionable feedback through QA coaching and calibration sessions.

Qualifications

• Experience as a Quality Analyst in a Healthcare Service Desk environment.
• Strong healthcare operations and service desk support background.
• Experience conducting quality audits for calls, emails, chats, and service tickets.
• Knowledge of quality management processes, compliance requirements, and performance metrics.
• Experience in root cause analysis, reporting, and process improvement initiatives.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience creating dashboards, quality reports, and performance scorecards.
• Strong English communication skills (minimum C1 proficiency level).
• IELTS, TOEIC, TOEFL, or similar English proficiency certification is an advantage.
• Can start immediately, if possible.

Responsibilities

• Review calls, emails, chat interactions, and service tickets to assess compliance with client and quality standards.
• Conduct quality evaluations and provide actionable feedback to service desk associates.
• Ensure adherence to internal policies, regulatory requirements, and quality processes.
• Facilitate QA calibration sessions and quality coaching discussions.
• Analyze quality results, identify trends, and determine root causes of performance issues.
• Prepare and present quality, compliance, and customer experience reports to stakeholders.
• Recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.
• Develop process maps and identify operational gaps and improvement opportunities.
• Design and maintain quality metrics, scorecards, dashboards, and reporting tools.
• Identify quality, compliance, and operational risks and support mitigation initiatives.

Skills

Quality Assurance

Healthcare

Service Desk

Quality Audits

Root Cause Analysis

Excel

PowerPoint

English Proficiency

Education

Bachelor's Degree

Tools

Excel

PowerPoint

Job description

Job Expectations:

• Position Type: Experienced - Individual Contributor
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night/Rotating Shift
• Industry: IT Consulting & Services (BPO)

About the Job:

We are looking for a Quality Analyst (Healthcare Service Desk) to join our client's team and help ensure the delivery of high-quality support services within a healthcare service desk environment. In this role, you will evaluate customer interactions, monitor compliance with quality standards, analyze performance trends, and recommend process improvements. You will work closely with operations teams and stakeholders to enhance service quality, customer experience, and overall operational performance.

Key Responsibilities:

• Review calls, emails, chat interactions, and service tickets to assess compliance with client and quality standards.
• Conduct quality evaluations and provide actionable feedback to service desk associates.
• Ensure adherence to internal policies, regulatory requirements, and quality processes.
• Facilitate QA calibration sessions and quality coaching discussions.
• Analyze quality results, identify trends, and determine root causes of performance issues.
• Prepare and present quality, compliance, and customer experience reports to stakeholders.
• Recommend process improvements to enhance service quality, operational efficiency, and customer satisfaction.
• Develop process maps and identify operational gaps and improvement opportunities.
• Design and maintain quality metrics, scorecards, dashboards, and reporting tools.
• Identify quality, compliance, and operational risks and support mitigation initiatives.

Qualifications:

• Bachelor's Degree preferred, but not required.
• Experience as a Quality Analyst in a Healthcare Service Desk environment.
• Strong background in healthcare operations and service desk support.
• Experience conducting quality audits for calls, emails, chats, and service ticket reviews.
• Knowledge of quality management processes, compliance requirements, and performance metrics.
• Experience in root cause analysis, reporting, and process improvement initiatives.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience creating dashboards, quality reports, and performance scorecards.
• Strong English communication skills (minimum C1 proficiency level).
• IELTS, TOEIC, TOEFL, or similar English proficiency certification is an advantage.
• Can start immediately, if possible.