Bilingual Quality Analyst

About the role

Omega Healthcare is seeking a bilingual Quality Analyst to join its call‑center operations in Pasig. The role focuses on ensuring high‑quality interactions, compliance with standards, and continuous performance improvement for both Spanish‑ and English‑speaking customers.

Key responsibilities

• Conduct call quality audits and verify compliance with QA standards.
• Manage, review, and upload voice call recordings.
• Perform sales verification according to campaign requirements.
• Generate accurate quality, productivity, and performance reports.
• Track and analyze individual and team performance metrics.
• Provide actionable feedback and improvement recommendations through team leads.
• Facilitate calibration sessions and implement quality action plans.
• Support training, coaching, and adherence to quality standards.
• Conduct side‑by‑side monitoring and deliver real‑time feedback.
• Identify root causes of performance gaps and recommend corrective actions.

Required profile

• Minimum 2 years of experience in Quality Assurance, preferably in healthcare revenue cycle management or hospital billing.
• Bachelor’s degree in any field.
• Experience auditing U.S. healthcare calls, emails, and back‑office processes.
• Strong analytical and problem‑solving abilities with attention to detail.
• Willingness to work onsite in Pasig on a night‑shift schedule.

Required skills

• Advanced proficiency in Microsoft Excel.
• Proficiency with Microsoft Office applications for reporting and data analysis.