Quality Assurance Analyst - Healthcare AI Ops (Night)

Hammerjack Pty Ltd; Philippines; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

Healthcare coverage

Performance bonuses

Flexible work arrangements

Career growth

Inclusive culture

Job summary

MicroSourcing seeks a Quality Assurance Analyst for Healthcare & AI Operations to monitor and score live and AI-handled interactions onsite in Cebu. You will ensure accuracy, tone, and compliance while identifying performance gaps and coaching specialists for better outcomes.

The role requires strong QA experience, English proficiency, and the ability to work US business hours. Night shift on site with healthcare coverage and development opportunities are offered.

Qualifications

• Proven experience in quality assurance, call monitoring, coaching, or contact center operations.
• Strong spoken and written English skills with a sharp ear for tone, empathy, pacing, clarity, and overall customer experience.
• Excellent analytical and documentation skills with the ability to provide objective, evidence-based feedback.

Responsibilities

• Review and score live and recorded interactions handled by Human-in-the-Loop specialists and AI agents to ensure compliance, tone, and accuracy.
• Assess AI agent performance, identifying hallucinations, workflow errors, or script defects, and document findings for operational resolution.
• Provide clear, evidence-based feedback, coaching opportunities, and performance evaluations to support specialist growth and accountability.
• Analyze customer satisfaction trends, call-quality metrics, and recurring errors to recommend actionable process and workflow improvements.
• Participate in calibration sessions, audit tracking, and recurring QA reporting while ensuring strict privacy and organizational compliance.

Skills

Quality assurance

English proficiency

Analytical skills

Documentation

Feedback & coaching

Tools

Call monitoring platforms

CRMs

Job description

MicroSourcing seeks a Quality Assurance Analyst for Healthcare & AI Operations to monitor and score live and AI-handled interactions onsite in Cebu. You will ensure accuracy, tone, and compliance while identifying performance gaps and coaching specialists for better outcomes.

The role requires strong QA experience, English proficiency, and the ability to work US business hours. Night shift on site with healthcare coverage and development opportunities are offered.