Quality Assurance Specialist

We’re hiring experienced Quality Assurance Specialists!

If you have at least 3 years of call center quality assurance experience, we’d love to meet you.

This is a full-time, permanent graveyard shift role based onsite at Eton Centris, Quezon City.

Join a team that values growth, stability, and career development!

• Fixed weekends off
• HMO within first month of employment
• Insurance coverage upon regularization
• Paid time off even during probationary period
• Fun onsite and virtual activities/events
• Open door policy with avenues to gather employee feedback
• Highly performance-driven work environment, encouraging promotions from within
• Various learning and personal/professional growth and development opportunities

General Objective:

Ensure high-quality, compliant, and member-focused service by evaluating customer interactions, identifying performance gaps, and driving continuous improvement. Supports operational excellence through adherence to healthcare regulations, company standards, and client requirements while enhancing the overall member experience.

Duties include, but are not limited to, the following:

• Monitor and evaluate customer interactions (calls, emails, chats) to ensure compliance with healthcare regulations (e.g., HIPAA), company policies, and client standards
• Conduct quality audits using standardized scorecards and provide accurate, objective, and timely feedback to Customer Service Representatives (CSRs)
• Identify trends, root causes, and performance gaps impacting member experience, compliance, and operational efficiency
• Collaborate with Team Leaders, Trainers, and Operations teams to recommend and implement quality improvement initiatives
• Facilitate calibration sessions to ensure consistency in scoring and interpretation of quality standards across the QA team
• Provide actionable coaching insights and performance recommendations to support agent development
• Track and report quality metrics (e.g., QA scores, compliance adherence, call handling quality, CSAT drivers)
• Participate in client audits, internal audits, and regulatory reviews; ensure readiness and documentation compliance
• Assist in the development and refinement of quality monitoring tools, scorecards, and processes
• Support process documentation updates and knowledge base improvements related to healthcare benefits and services
• Ensure alignment of customer interactions with empathy, accuracy, and first-call resolution goals

Requirements:

• Minimum 1-3 years of call center or customer service experience
• At least 1–3 years of call center quality assurance experience, preferably in:
• Healthcare services
• Health insurance
• Benefits administration
• Medicare, Medicaid, or managed care environments
• Familiarity with HIPAA compliance and data privacy regulations
• Experience using QA tools, CRM systems (e.g., Salesforce), and call monitoring platforms
• Proficiency in Microsoft Office (Excel for reporting, PowerPoint for presentations)
• Excellent attention to detail and strong analytical skills
• Strong listening and evaluation skills with the ability to provide constructive feedback
• Effective communication skills (verbal and written), especially in coaching and reporting