Quality Assurance Analyst (Quezon City) | Onsite

Work Setup: Onsite (Quezon City) Shift Schedule: Following EST Target Start Date: July 13, 2026 Requirements: - At least 1 year of experience as Healthcare Quality Assurance - Can start ASAP; Target start date on July 13, 2026 - Willing to work onsite in Vertis North Responsibilities: - Interaction Auditing: Randomly monitor and score live calls, chats, and emails against internal and client-specific metrics. - Coaching & Feedback: Deliver timely and constructive feedback to frontline agents to correct errors and improve handling techniques. - Compliance Verification: Ensure agents strictly adhere to account policies, data privacy regulations, and compliance standards. - Trend Analysis: Identify root causes of recurring performance issues or customer complaints and propose process improvements. - Calibration Sessions: Participate in regular calibration meetings with Operations, Training, and clients to ensure scoring consistency across the QA team.