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.