Quality Lead (Healthcare)

ADI Recruitment Inc.; Pasig; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

ADI Recruitment Inc. is seeking an experienced Quality Lead to join our Healthcare BPO team in Ortigas, Pasig City.

The role focuses on quality auditing, coaching, and driving performance improvements for US healthcare accounts, with a strong emphasis on compliance and process optimization. The ideal candidate brings 2–3 years as a Quality Lead in a BPO, 3–5 years QA auditing experience, and advanced Excel skills.

Qualifications

• 2–3 years experience as a Quality Lead in a BPO environment.
• 3–5 years of Quality Assurance (Auditing) experience in a BPO setting.
• Experience supporting US Healthcare accounts.
• Experience in Hospital Billing Audits or familiarity with the EPIC system/tool.
• Proven experience in quality auditing, compliance monitoring, and adherence to call guidelines.
• Experience in coaching, mentoring, and people management.
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, reporting, and data analysis).
• Experience creating dashboards and reports from scratch.
• Strong analytical, communication, and stakeholder management skills.
• Willing to work onsite in Ortigas, Pasig City.
• Amenable to a night shift schedule.

Responsibilities

• Conduct quality audits and monitor compliance with client and company standards.
• Review healthcare-related transactions, calls, and processes to ensure quality and accuracy.
• Analyze audit findings and identify performance improvement opportunities.
• Provide coaching and feedback to agents and team leaders based on audit results.
• Develop and maintain quality dashboards, reports, and scorecards.
• Monitor trends and recommend process improvements to enhance performance.
• Partner with Operations, Training, and Leadership teams to drive quality initiatives.
• Ensure adherence to healthcare regulations, client requirements, and call handling guidelines.

Skills

Quality Lead

Quality Assurance

US Healthcare

EPIC system

Hospital Billing

Quality Auditing

People Management

Excel skills

Dashboards & Reports

Data Analysis

Stakeholder Mgmt

Onsite work

Night Shift

Tools

EPIC system

Job description

On-site - Pasig 1-3 Yrs Exp Bachelor Full-time

Job Description

Quality Lead – Healthcare BPO

Location: Ortigas, Pasig City (Onsite)

Schedule: Night Shift

Employment Type: Full-Time

Job Summary

We are looking for an experienced Quality Lead to join our Healthcare BPO team. The ideal candidate will have a strong background in quality auditing, healthcare operations, and people management, with experience supporting US Healthcare accounts. This role will be responsible for driving quality initiatives, conducting audits, analyzing performance trends, and providing coaching to ensure operational excellence.

Qualifications

• At least 2–3 years of experience as a Quality Lead
• At least 3–5 years of Quality Assurance (Auditing) experience in a BPO environment
• Strong experience supporting US Healthcare accounts
• Experience in Hospital Billing Audits or familiarity with the EPIC system/tool
• Proven experience in quality auditing, compliance monitoring, and adherence to call guidelines
• Experience in coaching, mentoring, and people management
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, reporting, and data analysis)
• Experience creating dashboards and reports from scratch
• Strong analytical, communication, and stakeholder management skills
• Willing to work onsite in Ortigas, Pasig City
• Amenable to a night shift schedule

Key Responsibilities

• Conduct quality audits and monitor compliance with client and company standards
• Review healthcare-related transactions, calls, and processes to ensure quality and accuracy
• Analyze audit findings and identify performance improvement opportunities
• Provide coaching and feedback to agents and team leaders based on audit results
• Develop and maintain quality dashboards, reports, and scorecards
• Monitor trends and recommend process improvements to enhance performance
• Partner with Operations, Training, and Leadership teams to drive quality initiatives
• Ensure adherence to healthcare regulations, client requirements, and call handling guidelines