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.
As published by workable
First name, Last name, Email, Headline, Phone, Address, Photo, Education, Experience, Summary, Resume, Cover letter, How did you know about this position?, How many months of BPO experience do you have?, Please indicate the exact number of BPO experience you have in months (i.e. 36). If not applicable, indicate 1., Based on your prior BPO experience, please select ALL lines of businesses that you've already supported below. For those without experience, please select N/A., What is your highest educational attainment?, What course/s did you take up in college and/or in TESDA? List down all that applies (i.e. BS Accountancy, Manufacturing). If you did not reach college or take a TESDA course, kindly indicate N/A., Which location are you residing in? (City of Residence), Which location do you prefer working in?, When is the soonest you are available to start working?, How much was your last monthly compensation package (in PESO)? (i.e. 16000), How much is your expected salary (in PESO)? (i.e. 18000), What time between Mondays to Fridays, 9am to 5pm, are you available for a phone call?