Healthcare Service Desk Quality Analyst

Job Expectations

• Position Type: Experienced - Mid/Senior
• Employment Type: Full-Time, Permanent (Direct Hire)
• Work Setup & Location: Fully Onsite - IT Park, Cebu City
• Work Schedule: Weekdays; Night Shift
• Industry: IT Consulting & Services (BPO)

About the Job

We are looking for a Quality Analyst (Healthcare Service Desk) to join our client's team and ensure the delivery of high-quality support services within a healthcare service desk environment. In this role, you will evaluate customer interactions, monitor compliance with quality standards, analyze performance trends, and recommend process improvements. You will work closely with operations teams and stakeholders to enhance service quality, customer experience, and overall operational performance.

Key Responsibilities

• Review calls, emails, chat interactions, and tickets to assess compliance with client and quality standards.
• Conduct quality evaluations and provide actionable feedback to service desk associates.
• Ensure adherence to internal policies, regulatory requirements, and quality processes.
• Facilitate QA calibration sessions and quality coaching discussions.
• Analyze quality results, identify trends, and determine root causes of performance issues.
• Prepare and present quality, compliance, and customer experience reports to stakeholders.
• Recommend process improvements to enhance service quality and customer satisfaction.
• Develop process maps and identify operational gaps and improvement opportunities.
• Design and maintain quality metrics, scorecards, dashboards, and reporting tools.
• Identify quality, compliance, and operational risks and support mitigation initiatives.

Qualifications

• Bachelor's Degree preferred, but not required.
• At least 2 years of experience as a Quality Analyst in a Healthcare Service Desk environment (required).
• Strong background in healthcare operations and service desk support.
• Experience conducting quality audits for calls, emails, chats, and ticket reviews.
• Knowledge of quality management processes, compliance requirements, and performance metrics.
• Experience in root cause analysis, reporting, and process improvement initiatives.
• Proficiency in Microsoft Office applications, particularly Excel and PowerPoint.
• Experience creating dashboards, quality reports, and performance scorecards.
• Excellent English communication skills; IELTS, TOEIC, TOEFL, or similar certification is an advantage.
• Strong English communication skills (minimum C1 proficiency level).
• Can start immediately, if possible.

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