Quality Analyst Team Lead | Healthcare BPO

Access Healthcare Services Manila, Inc.; Pasay; On-site; PHP 600,000 - 900,000; Full time

Job summary

Access Healthcare Services Manila, Inc. is seeking a highly motivated Quality Assurance Team Lead to manage the QA function within a healthcare BPO environment. The role focuses on ensuring service quality, regulatory compliance, and an excellent customer/patient experience.

You will lead a team of Quality Analysts, drive quality improvements, identify gaps, and collaborate with Operations, Training, and Compliance to boost performance.

Qualifications

• 2–5 years of experience in Quality Assurance within a BPO, healthcare, or customer service environment.
• 1–2 years of experience leading or supervising a QA team.
• Experience with healthcare-related processes, accounts, or patient interactions is highly preferred.
• Strong knowledge of QA methodologies, auditing, calibration, and corrective action planning.

Responsibilities

• Lead, coach, and mentor a team of Quality Analysts to achieve quality and productivity targets.
• Establish clear performance expectations and quality standards.
• Conduct regular team meetings, coaching sessions, and performance reviews.
• Monitor QA team performance and ensure timely audits and quality deliverables.
• Promote a culture of accountability and continuous improvement.

Skills

QA methodologies

Auditing

Calibration

Root cause analysis

Corrective action planning

Analytical thinking

Communication skills

Presentation skills

Problem-solving

Tools

Excel

PowerPoint

Job description

We are looking for a highly motivated and detail-oriented Quality Assurance Team Lead to lead our quality assurance function within a healthcare BPO environment. This role is responsible for ensuring consistent service quality, regulatory compliance, process adherence, and an exceptional customer/patient experience.

The successful candidate will lead a team of Quality Analysts, drive quality improvement initiatives, identify operational gaps, and collaborate closely with Operations, Training, Compliance, and other stakeholders to improve overall performance.

Key Responsibilities

Quality Assurance Leadership

• Lead, coach, and mentor a team of Quality Analysts to achieve quality and productivity targets.

• Establish clear performance expectations, quality standards, and individual development plans.

• Conduct regular team meetings, coaching sessions, and performance reviews.

• Monitor QA team performance and ensure timely completion of audits and quality deliverables.

• Promote a culture of accountability, continuous improvement, and operational excellence.

Quality Monitoring & Auditing

• Oversee quality monitoring and auditing activities across healthcare BPO processes, including calls, chats, emails, and other customer interactions.

• Ensure accurate and consistent application of quality scorecards and evaluation standards.

• Conduct calibration sessions to maintain consistency among Quality Analysts and Operations teams.

Required Qualifications

• 2 – 5 years of experience in Quality Assurance within a BPO, healthcare, or customer service environment.

• At least 1–2 years of experience leading or supervising a QA team.

• Experience handling healthcare-related processes, accounts, or customer/patient interactions is highly preferred.

• Strong knowledge of quality assurance methodologies, auditing, calibration, root cause analysis, and corrective action planning.

• Excellent analytical, communication, presentation, and problem-solving skills.

• Proficiency in Microsoft Office, particularly Excel and PowerPoint.

• Ability to interpret data and translate quality findings into actionable business recommendations.

• Strong understanding of confidentiality, data privacy, and healthcare-related compliance requirements.