Quality Assurance Analyst – Life Sciences (Cebu, Night Shift)

Cognizant Technology Solutions Philippines Inc.; Cebu City; On-site; PHP 420,000 - 540,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a QA-focused professional to monitor inbound and outbound calls, ensuring adherence to scripts, procedures, and compliance.

You will evaluate agent performance using accuracy, empathy, and clarity metrics, then provide actionable feedback to drive improvements. The role requires collaboration with training teams, calibration sessions, and acting as the quality point of contact for stakeholders.

Qualifications

• At least 2nd year college finisher
• Minimum 4 years of experience in a call center or customer service environment, with prior exposure to quality assurance preferred
• Familiarity with healthcare billing, insurance claims processing, and medical terminology
• Amenable to work onsite and night shift in Cebu

Responsibilities

• Monitor inbound and outbound calls for quality assurance, ensuring agents adhere to scripts, procedures, and compliance regulations.
• Evaluate agent performance based on criteria such as accuracy, empathy, communication clarity, and adherence to policies.
• Provide detailed feedback and actionable insights to agents based on call evaluations, focusing on areas of improvement and best practices.
• Collaborate with the training team to recommend coaching sessions or refresher courses for agents needing improvement.
• Attend calibration sessions to align quality scoring criteria across the quality and operations teams.
• Serve as point of contact for all quality-related queries for internal and external stakeholders.
• Generate reports on call quality scores, trends, and agent performance metrics.
• Work closely with supervisors, managers, and other stakeholders to recommend changes that enhance the overall quality of patient experience.
• Assist in updating call scripts, procedures, and quality standards to align with evolving business needs and customer expectations.

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a QA-focused professional to monitor inbound and outbound calls, ensuring adherence to scripts, procedures, and compliance.

You will evaluate agent performance using accuracy, empathy, and clarity metrics, then provide actionable feedback to drive improvements. The role requires collaboration with training teams, calibration sessions, and acting as the quality point of contact for stakeholders.