Quality Analyst (QA) – Healthcare

About the role

We are seeking a Quality Analyst to drive quality excellence and enhance the customer experience within our healthcare operations. You will monitor voice and email interactions, evaluate performance against standards, and provide actionable coaching to support continuous improvement.

Key responsibilities

• Monitor and evaluate voice and email interactions to ensure quality and compliance.
• Conduct quality audits and identify opportunities for process improvement.
• Provide timely, constructive feedback to Team Leaders and Customer Service Representatives.
• Analyze quality trends and prepare performance reports.
• Lead calibration sessions to ensure consistency across evaluations.
• Track key performance metrics and recommend improvement plans.
• Ensure adherence to company policies, client requirements, and regulatory standards.
• Collaborate with Operations, Training, and other support teams to improve service delivery.

Required profile

• Bachelor's degree in Business Administration, Quality Management, or related field (or equivalent experience).
• 1–2 years of experience as a Quality Analyst in a BPO/call center environment.
• Healthcare experience is highly preferred.
• Advanced English proficiency (B2+/C1).

Required skills

• Quality monitoring tools.
• Performance reporting systems.
• Advanced analytical and data analysis skills.

What we offer

• Opportunity to be part of a growing healthcare operation.
• Collaborative and people‑focused work environment.
• Professional growth and development opportunities.
• Competitive compensation and benefits.