Quality Assurance Analyst (Quezon City) | Onsite

Philippines·Quezon CityFull-timemid

Quality Assurance AnalystLaboratory & Life Sciences

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Key Responsibilities

Interaction Auditing: Randomly monitor and score live calls, chats, and emails against internal and client-specific metrics.

Requirements Summary

At least 1 year of experience as Healthcare Quality Assurance Can start ASAP; Target start date on July 13,

Technical Tools

Quality Assurance AnalystLaboratory & Life Sciences

~1 min read

~1 min read

→Interaction Auditing: Randomly monitor and score live calls, chats, and emails against internal and client-specific metrics.
→Coaching & Feedback: Deliver timely and constructive feedback to frontline agents to correct errors and improve handling techniques.
→Compliance Verification: Ensure agents strictly adhere to account policies, data privacy regulations, and compliance standards.
→Trend Analysis: Identify root causes of recurring performance issues or customer complaints and propose process improvements.
→Calibration Sessions: Participate in regular calibration meetings with Operations, Training, and clients to ensure scoring consistency across the QA team.