Quality Analyst - Healthcare Helpdesk

UST; Philippines; On-site; PHP 420,000 - 600,000; Full time

Job summary

UST is seeking a Healthcare Helpdesk Quality Auditor/Analyst to evaluate and improve the performance of helpdesk staff, ensuring adherence to healthcare regulations, HIPAA rules, and company policies. The role requires careful attention to detail, strong analytical skills, and the ability to identify service gaps through listening to interactions across calls, emails, and chat.

You will provide detailed feedback, coaching, and documentation, and work with training and management to implement

Qualifications

• Bachelor’s degree in healthcare administration, quality assurance, IT, or related field is an advantage but not required.
• 5+ years of experience and at least 1 year in quality auditing or customer service quality role.
• Strong verbal and written communication skills.
• Excellent analytical and problem-solving skills.
• Amenable to onsite work (Taguig) and nightshift.
• Attention to detail and ability to identify service improvement opportunities.
• Strong organizational and documentation skills.
• Ability to work independently and collaboratively in a fast-paced environment.

Responsibilities

• Conduct regular audits of healthcare interactions, including phone calls, emails, and chat conversations.
• Assess compliance with healthcare policies, procedures, and HIPAA regulations.
• Identify trends, strengths, and areas for improvement in helpdesk performance.
• Provide detailed feedback and coaching to helpdesk associates based on audit findings.
• Collaborate with training and management teams to enhance helpdesk quality.
• Maintain accurate documentation of audit results and report findings to leadership.
• Develop and implement quality improvement initiatives.
• Ensure consistency in service delivery and adherence to company protocols.
• Stay updated on industry best practices and regulatory changes affecting helpdesk operations.

Skills

Quality Assurance

Healthcare Helpdesk

Process Improvement

Analytical Skills

Communication

Education

Bachelor's degree

Job description

Role Description

The Healthcare Helpdesk Quality Auditor/Analyst will be responsible for evaluating and auditing the performance of helpdesk associates to ensure adherence to company standards, policies, and healthcare regulations. The role involves analyzing interactions, identifying areas for improvement, and providing feedback to enhance service quality and customer satisfaction. The ideal candidate will have a keen eye for detail, excellent analytical skills, and a strong understanding of healthcare operations and IT systems.

The Healthcare Helpdesk Quality Auditor/Analyst will be responsible for evaluating and auditing the performance of helpdesk associates to ensure adherence to company standards, policies, and healthcare regulations. The role involves analyzing interactions, identifying areas for improvement, and providing feedback to enhance service quality and customer satisfaction. The ideal candidate will have a keen eye for detail, excellent analytical skills, and a strong understanding of healthcare operations and IT systems.

Key Responsibilities

• Conduct regular audits of helpdesk healthcare interactions, including phone calls, emails, and chat conversations
• Assess compliance with healthcare policies, procedures, and HIPAA regulations
• Identify trends, strengths, and areas for improvement in helpdesk performance
• Provide detailed feedback and coaching to helpdesk associates based on audit findings
• Collaborate with training and management teams to enhance helpdesk quality
• Maintain accurate documentation of audit results and report findings to leadership
• Develop and implement quality improvement initiatives
• Ensure consistency in service delivery and adherence to company protocols
• Stay updated on industry best practices and regulatory changes affecting helpdesk operations

Qualifications

• Bachelor’s degree in healthcare administration, quality assurance, IT, or a related field an advantage but not required
• Prior experience of 5+ years and at least 1 year in quality auditing, or customer service quality role
• Strong verbal and written communication skills
• Excellent analytical and problem-solving skills
• Amenable to onsite work (Taguig) and nightshift
• Attention to detail and ability to identify service improvement opportunities
• Strong organizational and documentation skills
• Ability to work independently and collaboratively in a fast-paced environment

Skills

Quality Assurance, Healthcare Helpdesk, Process Improvement