Quality Analyst (Healthcare Account)

Valor Global; Laguna; On-site; PHP 279,000 - 446,000; Full time

Job summary

Valor Global in the Philippines (Laguna) is seeking a quality assurance auditor to review both recorded and live transactions (voice and chat) against established metrics, ensuring accurate scoring and consistent standards.

The role focuses on HIPAA and PHI compliance, delivering constructive coaching to agents, and collaborating with Team Leaders to track trends and produce regular quality reports.

Qualifications

• 1–2 years of experience as an agent or QA in a BPO, ideally healthcare or medical insurance account.
• Strong familiarity with healthcare customer service standards and medical billing/claims terminology.
• Excellent listening, analytical, and communication skills with high attention to detail.

Responsibilities

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

Skills

Attention to detail

Analytical skills

Communication skills

HIPAA compliance

Healthcare/BPO experience

Job description

• 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.

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