Quality Analyst Supervisor (US Healthcare) | Cebu
Omega Healthcare Management Services Inc.
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Job summary
Omega Healthcare Management Services Inc. is seeking a Quality Lead to drive quality performance within a call center and hospital billing environment. You will manage audit frameworks, quality monitoring, calibration, and continuous improvement initiatives in collaboration with Operations, Training, and Clients.
The role requires experience in QA, data analysis, RCA/CAPA, and hands-on use of QA tools and EPIC, with onsite availability and a shifting schedule as needed.
Qualifications
- 3 years of Quality Analyst Healthcare experience
Responsibilities
- Lead and oversee quality assurance activities across assigned processes and teams
Skills
Tools
Job description
Founded in 2003, Omega Healthcare Management Services® (Omega Healthcare) is an AI-driven healthcare solutions company that partnersacross the healthcare ecosystem to deliver breakthrough resultsby reimagining and elevating revenue operations.Powered by the Omega Digital Platform®, our agentic AI engineleverages adaptive intelligence to drive automation, complemented by deep human expertise to help optimize performance and deliver sustained financial and clinical outcomes—while enhancing patient satisfaction.
Omega Healthcare empowers organizations across provider, payer, and life sciences sectorsto navigate today’s healthcare challenges while building the agility to adapt as healthcare and technology continue to evolve rapidly.Recognized by industry analysts, Omega Healthcare has consistently been ranked a leader in driving operational performance excellence.
The Quality Lead is responsible for driving quality performance across operations by managing audit frameworks, quality monitoring, calibration, coaching, and continuous improvement initiatives. This role partners closely with Operations, Training, and Clients to analyze quality data, identify trends, and implement data-driven action plans to improve compliance, accuracy, and customer experience within a call center and hospital billing environment.
- Lead and oversee quality assurance activities across assigned processes and teams
- Manage and execute audit frameworks, quality monitoring, and scorecard adherence
- Conduct and facilitate calibrations with Operations, Training, and Client stakeholders
- Analyze large data sets to identify trends, performance gaps, and root causes
- Perform RCA and develop CAPA and corrective action plans based on quality findings
- Create dashboards, reports, and insights to track quality performance and improvement initiatives
- Drive continuous improvement initiatives aligned with operational and client goals
- Provide coaching feedback to support agent and team performance improvement
- Ensure consistent application of quality standards and compliance requirements
- Utilize QA monitoring tools and reporting platforms to support decision-making
- 3 years of Quality Analyst Healthcare experience,
- 1 to 2 years in a QA Lead or Supervisory role
- Experience in a Call Center, Healthcare BPO, or Support Services environment
- Strong knowledge of audit frameworks, QA scorecards, RCA/CAPA methodologies, coaching, calibration, and performance improvement processes
- Proven ability to analyze quality and operational data, identify trends, and develop data-driven action plans
- Proficient in Microsoft Excel, PowerPoint, QA monitoring tools, and reporting dashboards
- Experience leading cross-functional calibration sessions with Operations, Training, and Client stakeholders
- Hands-on experience with the EPIC platform and hospital billing processes
- Knowledge of DPO (Daily Performance Oversight) or DPU (Daily Performance Update) methodologies
- Experience utilizing QA tools for monitoring, auditing, and performance management
- Strong communication, stakeholder management, and leadership skills
- Amenable to working onsite and on a shifting schedule as required
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