Quality Assurance (BPO - Healthcare)

INTELEGENCIA BPO LLC CORP.; Pasig; On-site; PHP 391,000 - 614,000; Full time

Job summary

INTELEGENCIA BPO LLC CORP. is seeking an experienced Quality Assurance Analyst to drive service excellence and quality in our healthcare-focused BPO operations. The role focuses on monitoring voice, email, and chat interactions, ensuring accuracy, and driving continuous improvement.

Ideal candidates have 2–3 years of BPO QA experience, strong QA methodologies knowledge, and proficiency in MS Office. Flexible scheduling, including weekends, may be required to support operations.

Qualifications

• 2–3 years of BPO experience as a Quality Assurance Analyst.
• Proven experience monitoring voice, email, and chat interactions.
• Healthcare BPO/account experience is an advantage.
• Strong knowledge of QA methodologies, quality standards, and evaluation techniques.
• Experience conducting Root Cause Analysis (RCA).
• Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint.
• Strong analytical, problem-solving, communication, and organizational skills.
• Highly detail-oriented with sound judgment and decision-making abilities.
• Customer-focused and committed to quality and compliance.
• Able to manage multiple priorities in a fast-paced environment.
• Willing to work flexible schedules, including weekends when required.

Responsibilities

• Monitor and evaluate customer interactions across voice, email, and chat.
• Assess case documentation, data accuracy, and adherence to quality standards.
• Ensure interactions comply with company, client, and regulatory requirements.
• Provide timely and actionable feedback to Team Leaders and Customer Service Representatives.
• Conduct calibration sessions and Root Cause Analysis (RCA) to identify performance and process gaps.
• Track quality trends, defects, and performance, and provide insights to Operations and Management.
• Prepare daily, weekly, and monthly QA reports.
• Support continuous improvement and process enhancement initiatives.

Skills

QA methodologies

Root Cause Analysis

Analytical thinking

Communication skills

Attention to detail

Organizational skills

Customer-focused

Time management

Flexible scheduling

MS Excel

MS Word

PowerPoint

Tools

Microsoft Excel

Microsoft Word

PowerPoint

Job description

About the Role

We are looking for an experienced Quality Assurance Analyst to help drive service excellence, customer experience, and operational performance. The ideal candidate has strong BPO QA experience, excellent analytical skills, and a keen eye for detail.

Healthcare BPO experience is highly valued, especially for candidates familiar with healthcare processes, customer interactions, and compliance requirements.

Key Responsibilities

• Monitor and evaluate customer interactions across voice, email, and chat.

• Assess case documentation, data accuracy, and adherence to quality standards.

• Ensure interactions comply with company, client, and regulatory requirements.

• Provide timely and actionable feedback to Team Leaders and Customer Service Representatives.

• Conduct calibration sessions and Root Cause Analysis (RCA) to identify performance and process gaps.

• Track quality trends, defects, and performance, and provide insights to Operations and Management.

• Prepare daily, weekly, and monthly QA reports.

• Support continuous improvement and process enhancement initiatives.

Job Qualifications

• 2–3 years of BPO experience as a Quality Assurance Analyst.

• Proven experience monitoring voice, email, and chat interactions.

• Healthcare BPO/account experience is an advantage.

• Strong knowledge of QA methodologies, quality standards, and evaluation techniques.

• Experience conducting Root Cause Analysis (RCA).

• Proficient in Microsoft Office, particularly Excel, Word, and PowerPoint.

• Strong analytical, problem-solving, communication, and organizational skills.

• Highly detail-oriented with sound judgment and decision-making abilities.

• Customer-focused and committed to quality and compliance.

• Able to manage multiple priorities in a fast-paced environment.

• Willing to work flexible schedules, including weekends when required.

Preferred Qualifications

• Experience supporting healthcare accounts or healthcare-related processes.

• Experience with QA monitoring and reporting tools.

• Certifications in Quality Management, Six Sigma, Lean, or Quality Auditing are a plus.

What We’re Looking For

A detail-oriented and customer-focused QA professional who can identify performance gaps, provide meaningful insights, and help teams continuously improve service quality and compliance.