Quality Analyst (Healthcare Account)

Valor Global Inc.; Laguna; On-site; PHP 279,000 - 424,000; Full time

Benefits offered by this job

Performance Bonus

Holiday Gifts

13th Month Pay

Pag-IBIG Fund

Paid Holidays

Job summary

Valor Global Inc. is seeking a Quality Assurance Specialist to audit transactions and ensure HIPAA/PHI compliance. You will coach agents to improve communication, medical terminology accuracy, and overall performance.

The role involves calibration with team leaders and operations managers, tracking quality trends, and delivering regular quality reports to management. 1–2 years of BPO QA experience in healthcare is preferred.

Qualifications

• 1–2 years of QA or agent experience in a BPO, healthcare preferred.
• Strong knowledge of healthcare customer service standards and HIPAA.
• Excellent listening, analytical, and communication skills with attention to detail.

Responsibilities

• Audit recorded or live transactions to evaluate agent performance.
• Ensure HIPAA and PHI guidelines are followed to protect patient privacy.
• Provide constructive feedback and coaching to improve communication, terminology accuracy, and performance.
• Participate in quality calibration sessions with Team Leaders and Operations Managers.
• Track quality trends and prepare weekly/monthly quality reports for management.

Skills

Analytical skills

Communication skills

Attention to detail

HIPAA compliance

Job description

Employee Recognition and Rewards

Performance Bonus, Holiday Gifts

Government Mandated Benefits

13th Month Pay, Pag-Ibig Fund, Paid Holidays

Professional Development

Job Training, Professional Development

Responsibilities

• Audit recorded or live transactions (voice calls and digital interactions) to evaluate agent performance based on established quality metrics.
• Ensure 100% adherence to HIPAA (Health Insurance Portability and Accountability Act) and PHI (Protected Health Information) guidelines to protect patient privacy.
• Provide constructive feedback and coaching sessions to agents to help them improve their communication skills, medical terminology accuracy, and overall performance.
• Participate in regular quality calibration sessions with Team Leaders and Operations Managers to ensure consistent scoring standards.
• Track quality trends, identify recurring errors, and prepare weekly/monthly quality reports for management.

Job Requirements

• At least 1–2 years of experience as an agent or QA in a BPO setting, preferably handling a Healthcare or Medical insurance account.
• Strong familiarity with healthcare customer service standards, medical billing/claims terminology, and HIPAA compliance.
• Exceptional listening, analytical, and communication skills. Strong attention to detail is a must