job description
Are you a licensed Philippine Registered Nurse (PHRN) looking to pivot your clinical expertise into a dynamic corporate role? We are seeking a detail-oriented Quality Analyst to join our expanding US Healthcare account team in Ortigas. This is an exceptional opportunity to leverage your medical background while working in a fast-paced BPO environment.
As a Quality Analyst, you will play a critical role in maintaining service excellence by auditing calls, reviewing medical documentation, and providing actionable feedback to our associates. You will act as a guardian of accuracy and compliance, ensuring that every patient interaction meets the rigorous standards expected by our US healthcare clients. If you have a passion for quality assurance, training, and healthcare operational excellence, we want to hear from you today.
Responsibility
- Monitor and evaluate inbound/outbound calls to ensure adherence to clinical and communication quality standards.
- Conduct regular audits of medical documentation and call logs to ensure 100% compliance with US healthcare regulations.
- Provide constructive feedback and coaching to associates to improve performance and service quality.
- Identify process gaps and recommend improvements to operational workflows.
- Prepare comprehensive quality performance reports and trend analyses for stakeholders.
- Collaborate with the training team to address recurring knowledge gaps identified during monitoring.
- Maintain confidentiality and adhere strictly to HIPAA and other data privacy protocols.
Qualifications
- Active Philippine Registered Nurse (PHRN) license is mandatory.
- Previous experience as a Quality Analyst or QA Specialist within a BPO/Healthcare account is highly preferred.
- Strong command of the English language, both written and verbal.
- Proficiency in MS Office Suite (Excel, Word, PowerPoint).
- Ability to work on a night shift schedule in an onsite work environment.
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent interpersonal skills with the ability to provide coaching and feedback effectively.