Quality Assurance Analyst (Quezon City) | Onsite
Work Setup: Onsite (Quezon City)
Shift Schedule: Following EST
Target Start Date: July 13, 2026
Requirements:
- At least 1 year of experience as Healthcare Quality Assurance
- Can start ASAP; Target start date on July 13, 2026
- Willing to work onsite in Vertis North
Responsibilities:
- 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.
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