Quality Analyst

VXI Global Solutions; Davao City; On-site; PHP 420,000 - 640,000; Full time

Job summary

VXI Global Solutions in the Philippines is seeking quality assurance professionals to monitor customer interactions, ensure adherence to healthcare standards, and drive improvement across calls, chats, and emails.

You will analyze data, identify error patterns, and implement corrective actions in collaboration with US healthcare clients, maintaining high QA scores and CSAT impact.

Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) and/or back-office transactions against client-specific healthcare scorecards and compliance standards
• Ensure achievement of quality KPIs (e.g., QA scores, compliance rate, accuracy, CSAT impact) aligned with US Healthcare clients
• Meet required evaluation volume and turnaround time per program
• Analyze quality data, trends, and error patterns (e.g., eligibility errors, claims handling issues, HIPAA breaches)
• Develop and recommend corrective action plans to improve agent and process performance
• Maintain scoring accuracy through regular calibrations with internal stakeholders and US clients

Job description

Job Description:

It's fun to work in a company where people truly BELIEVE in what they are doing!

We're committed to bringing passion and customer focus to the business.

Role and Responsibilities

Drive for Results

• Monitor and evaluate customer interactions (calls, chats, emails) and/or back-office transactions against client-specific healthcare scorecards and compliance standards.
• Ensure achievement of quality KPIs (e.g., QA scores, compliance rate, accuracy, CSAT impact) aligned with US Healthcare clients.
• Meet required evaluation volume and turnaround time per program.
• Analyze quality data, trends, and error patterns (e.g., eligibility errors, claims handling issues, HIPAA breaches).
• Develop and recommend corrective action plans to improve agent and process performance.
• Maintain scoring accuracy through regular calibrations with internal stakeholders and US clients.

Role and Responsibilities

Drive for Results

• Monitor and evaluate customer interactions (calls, chats, emails) and/or back-office transactions against client-specific healthcare scorecards and compliance standards.
• Ensure achievement of quality KPIs (e.g., QA scores, compliance rate, accuracy, CSAT impact) aligned with US Healthcare clients.
• Meet required evaluation volume and turnaround time per program.
• Analyze quality data, trends, and error patterns (e.g., eligibility errors, claims handling issues, HIPAA breaches).
• Develop and recommend corrective action plans to improve agent and process performance.
• Maintain scoring accuracy through regular calibrations with internal stakeholders and US clients.

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!