Quality Analyst

About the role

The Quality Analyst monitors and evaluates telephone and electronic interactions related to Adverse Events, Product Quality Complaints, Medical Information Requests and General Inquiries. The role ensures compliance with regulatory requirements, client expectations and company quality standards while driving continuous improvement.

Key responsibilities

• Conduct interaction monitoring and review documentation for regulatory and client guideline adherence.
• Identify quality and performance issues, provide coaching, feedback and training to improve standards.
• Score and document interaction results in the project quality management system for timely feedback.
• Participate in internal and external client audits and calibration sessions to ensure scoring consistency.
• Compile, analyze and report QA metrics, identify trends and recommend corrective actions.
• Maintain confidentiality of sensitive client, employee and quality‑related information, complying with HIPAA, Philippine Data Privacy Act and company security policies.
• Support updates of resource materials, ensuring version control and audit readiness.

Required profile

• Strong attention to detail and ability to maintain confidentiality.
• Understanding of regulatory frameworks such as HIPAA and Philippine Data Privacy Act.
• Excellent analytical skills to identify trends and recommend improvements.
• Proactive attitude with a focus on continuous quality enhancement.

Required skills