Clinical Quality Analyst, Manila (Day & Mid-Shift Support)

About the role

Eucalyptus, a consumer healthcare platform, is looking for a Clinical Quality Analyst based in Metro Manila to safeguard the clinical quality of every patient-facing Medical Support interaction. The role audits phone, email and chat interactions for accuracy, safety and empathy, owns the clinical scoring framework, escalates clinical risks and turns findings into coaching, workflow and training improvements. It reports to the Manager, Quality, Training & Process Excellence and sits outside the teams it audits.

Key responsibilities

• Audit patient-facing Medical Support interactions across phone, email and chat, assessing both experience quality and clinical quality, and keep audit documentation complete and defensible
• Own and run calibration sessions for the clinical QA scoring framework, keeping it aligned to clinical protocols, formulary and market regulations
• Identify clinical risks and errors, escalate them promptly, and distinguish coaching moments from safety events
• Produce weekly clinical QA reports with scores, trends, error themes and coaching and training recommendations
• Review and maintain Medical Support macros, templates and workflows, and partner with Process & Knowledge Specialists so approved changes reach the Knowledge Hub and training
• Design and deliver clinical training with Learning & Knowledge Management, and give Team Leads evidence-based coaching recommendations
• Bring clinical QA data into process and automation discussions, and track the quality impact of changes
• Share patient insight, sentiment trends and safety themes with Operations, Clinical Operations, Product and Care partners

Required profile

• 3-5 years of post-qualification clinical experience, with at least 2 years in clinical quality, governance, audit, accreditation or incident review; telehealth or a fast-paced healthcare setting is a strong plus
• Clinical qualification and background (registered nurse, midwife, pharmacist, paramedic or allied health professional)
• Experience auditing clinical care or documentation, and ideally adverse event review, root cause analysis or accreditation frameworks
• Analytical, direct and constructive, with sound judgement on risk and independent, self-directed work style

Required skills

• Comfortable in spreadsheets and reporting tools
• SQL or dashboard experience is a bonus

What we offer

• Hybrid working, 2-3 days per week at the Makati hub, aligned to AU and UK teams
• Wellness budgets, social clubs and learning budgets, conferences and certifications
• Health coverage (up to 2 dependents), vacation, sick and parental leave, 13th-month pay, statutory benefits and transport allowance