Quality Assurance Analyst

Crescendo Staffing and Business Consulting Inc.; Makati; On-site; PHP 334,800 - 502,200; Full time

Job summary

A Staffing and Business Consulting Firm in Metro Manila is looking for a Quality Assurance Analyst to enhance customer interaction quality. Responsibilities include conducting quality audits, ensuring compliance with insurance standards, and identifying performance trends. Candidates should have experience in insurance, strong analytical abilities, and be detail-oriented. Ideal for individuals with a background in quality assurance or compliance within contact centers, this role offers the opportunity to improve operational processes and customer service excellence.

Qualifications

• 1–2 years of pure insurance experience, preferably in billing or account management.
• Minimum of 2–3 years of contact center experience.
• At least 1 year in a Quality Assurance or compliance role.

Responsibilities

• Conduct regular quality audits of customer interactions.
• Evaluate compliance with insurance policies and standards.
• Identify performance gaps and quality issues.
• Provide constructive feedback to operations teams.

Skills

Strong analytical skills

Excellent communication skills

Detail-oriented

Problem-solving abilities

Proficient in MS Office

Education

Bachelor’s degree or equivalent experience

Tools

QA tools

CRM systems

Contact center platforms

Job description

Job Summary

The Quality Assurance Analyst is responsible for monitoring, evaluating, and improving the quality of customer interactions and operational processes within the contact center. The role focuses on ensuring compliance with insurance standards, billing accuracy, ECC account management, and service excellence while identifying trends and recommending continuous improvement initiatives.

Qualifications

• Bachelor’s degree preferred; equivalent work experience will be considered
• 1–2 years of pure insurance experience, preferably in:
• Billing
• Account management
• Policy servicing
• Minimum of 2–3 years of contact center experience
• At least 1 year in a Quality Assurance, auditing, or compliance role
• Strong working knowledge of:
• Insurance billing processes
• ECC account management
• Proficient in MS Office applications
• Experience using QA tools, CRM systems, and contact center platforms
• Excellent analytical, communication, and documentation skills
• Highly detail-oriented with the ability to identify trends and recommend actionable solutions

Key Responsibilities

• Conduct regular quality audits of customer interactions and insurance transactions
• Evaluate compliance with insurance policies, billing standards, and internal procedures
• Identify performance gaps, trends, and root causes of quality issues
• Prepare and maintain accurate QA reports and documentation
• Provide constructive feedback and coaching recommendations to operations teams
• Collaborate with stakeholders to implement quality improvement initiatives
• Support compliance, audit readiness, and continuous process enhancement efforts

Key Competencies

Strong attention to detail and accuracy

Analytical and problem-solving mindset

Effective verbal and written communication

Ability to work independently and manage multiple evaluations

Sound judgment and confidentiality handling