Quality Analyst

VXI; Davao City; On-site; PHP 180,000 - 300,000; Full time

Job summary

VXI in the Philippines (Davao City) is seeking professionals to monitor and evaluate customer interactions against client healthcare scorecards and compliance standards.

The role focuses on achieving quality KPIs, analyzing data and trends, and developing corrective action plans with internal teams and US clients to improve performance.

Responsibilities

• Monitor and evaluate customer interactions (calls, chats, emails) 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

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.

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