Quality Specialist - Contact Center, AU/UK Support

Careers at Eucalyptus; Manila; Hybrid; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Hybrid work

Wellness budget

Family health cover

Transport allowance

13th month pay

Job summary

Eucalyptus is seeking a QA-focused specialist to ensure high-quality, empathetic patient support as the business scales. You will audit interactions, generate actionable weekly QA insights, and collaborate across teams to drive improvements in processes and content.

Role reports to Senior Operations Manager for Juniper Australia; hybrid on-site 2-3x weekly at Makati hub, with opportunities to shape care standards and impact patient outcomes at scale.

Qualifications

• 4-5 years of experience in quality control in a fast-paced, customer-centric environment.
• Strong customer-centric mindset with empathy and good tone.
• Analytical with data-to-insights ability and clear recommendations.
• Excellent communication across levels, from frontline to senior stakeholders.
• Experience in QA, process improvement, or customer support operations is a strong advantage.

Responsibilities

• Audit patient support interactions for quality and empathetic tone.
• Produce weekly QA reports with trends and coaching recommendations.
• Analyze QA results and metrics to identify patterns and improvements.
• Maintain macros, templates, and workflows reflecting product/policy changes.
• Collaborate to design and deliver training; measure impact via QA outcomes.
• Work with specialists to identify gaps, automate, and improve turnaround times.
• Share patient insights with cross-functional partners to inform improvements.

Skills

Quality control

Customer support

Analytics

Communication

Process improvement

Job description

About Eucalyptus

We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long‑term care.

Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness.

Euc is the company behind Juniper, one of the world's largest weight‑management programs combining GLP‑1 medication with personalised nutrition, movement support, and clinician‑led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times.

Our Growth Story:

• Supporting patients living with obesity across our 5 markets
• Received selective NICE endorsement to provide services to the NHS
• Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada.

About the Role (What You’ll Be Doing)

This role plays a critical part in ensuring our patients receive consistently high‑quality, empathetic support as we scale. You’ll work with key stakeholders and front‑line operations to help safeguard care standards, surface insights from frontline interactions, and drive continuous improvement across patient support processes. This role reports to the Senior Operations Manager for Juniper Australia.

• Audit patient support interactions (email, live chat, calls) through a patient‑first and empathetic lens to ensure quality, tone, and adherence to internal standards.
• Produce weekly QA reports for Team Leads, including quality scores, trends, and clear coaching or training recommendations.
• Analyse QA results and support metrics (e.g. ticket quality, error rates, patient satisfaction) to identify patterns and propose actionable improvements.
• Maintain and optimise macros, templates, and workflows to reflect changes in products, policies, or processes, ensuring content remains accurate, compliant, and scalable.
• Partner with Learning and Knowledge Management to design and deliver training, measuring impact through QA outcomes, knowledge checks, and performance improvements.
• Collaborate weekly with Senior Patient Support Specialists and Process Specialists to identify process gaps, implement automation, and improve turnaround times.
• Capture and share patient insights, sentiment, and quality risks with cross‑functional partners to inform operational, product, and care improvements.

About You (Who You Are)

• At least 4-5 years of experience in quality control in a fast‑paced customer centric environment
• A strong customer‑centric mindset, with a keen ability to assess tone, empathy, and communication quality.
• Analytical and reporting skills, with experience turning data into clear insights and practical recommendations.
• Strong communication skills, comfortable working with team members at all levels, from frontline specialists to senior stakeholders.
• Experience in quality assurance, process improvement, or customer support operations is a strong advantage.
• Can work in a hybrid set‑up (2-3x per week on‑site) at our hub in Makati

Why Join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well‑being, fertility, skincare, and preventative health.

Here’s what makes joining Euc unique:

• What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world‑changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast‑paced, and deeply rewarding.
• Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence‑based care across markets.
• Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.

What’s Ahead in the Philippines?

• Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan while collaborating with top‑tier teams in the Philippines and South Africa.
• Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge‑sharing culture.
• Work where wellbeing matters - Enjoy wellness budgets, social clubs, hybrid work arrangement, and initiatives that help you stay balanced and connected.
• Innovate with purpose - Use state‑of‑the‑art tools and contribute to bold, impactful solutions in healthcare.
• Support at every stage - Benefit from comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves, 13th-month pay, statutory benefits, and transport allowance.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process. We use AI‑assisted tools across our business to help our teams work more efficiently, including within our recruitment process. These tools support our team — all hiring decisions are made by real people, and every application is reviewed by a member of our recruitment team.