Quality Analyst – Healthcare Service Desk (Cebu, Philippines)

About the role

We are seeking a Quality Analyst to join our Healthcare Service Desk team in Cebu City. The role focuses on monitoring and improving the quality of calls, emails, tickets and other service interactions to ensure the highest standards of patient support.

Key responsibilities

• Monitor calls, emails, tickets and service interactions for compliance with quality standards.
• Provide timely feedback and coaching to operational teams.
• Conduct call calibrations and quality review sessions.
• Prepare quality reports, dashboards, trend analyses and improvement recommendations.
• Drive process compliance, continuous‑improvement initiatives and support CSAT and First Call Resolution goals.
• Collaborate with stakeholders to enhance service quality and operational performance.

Required profile

• Proven experience as a Quality Analyst in a Healthcare Service Desk environment.
• Strong analytical and problem‑solving abilities.
• Excellent verbal and written communication skills.
• Effective coaching and feedback delivery capabilities.
• Close attention to detail and adherence to quality standards.

Required skills

• Intermediate proficiency in Microsoft Office applications.