Quality Analyst (Healthcare Service Desk)

• Work Where People Matter

At Tech Mahindra Philippines, we’re more than just a BPO — we’re a Certified Great Place to Work® where your growth and well-being come first. With thriving hubs in Cebu and Manila, we’re helping people like you build meaningful careers while making a real difference for customers around the world.

• Why You’ll Love It Here
• Growth you can see – promotions and career paths await
• Learning that sticks – trainings to sharpen your skills
• A workplace that cares – inclusive, supportive, and people-first
• Health coverage you can count on
• Rewards when you refer friends to join the team

• Monitor all interactions (calls, emails, Salesforce logs, Excel sheets) and ensure accuracy, with timely feedback provided to the operations floor
• Coordinate and facilitate call calibration sessions and training for call center staff
• Publish quality trends, feedback, and improvement/enhancement reports
• Conduct quality monitoring and coaching sessions
• Interact with clients in a tactful and courteous manner
• Produce quality reports and dashboards, such as TNI and Pareto analysis
• Drive process improvement initiatives and ensure process compliance
• Contribute to the development of short- and long-term process goals
• Ensure quality and CSAT targets are consistently met
• Drive first-call resolution and quality initiatives within the program

• Excellent oral, written, and interpersonal communication skills
• Exceptional listening and analytical abilities
• Intermediate-level proficiency in MS Office applications
• Strong attention to detail and accuracy in work
• Quality Analyst for Healthcare Service Desk (non-negotiable requirement)

• Location: 6th Floor, eBloc 3, IT Park, Lahug, Cebu City
• Shift: Shifting
• About Tech Mahindra Philippines

We’re a global provider of IT and business process services, helping industries like telecommunications, healthcare, retail, banking, e-commerce, travel, and logistics. In the Philippines, we’re home to thousands of talented professionals who value growth, diversity, and teamwork.

• Your Next Move

If you’re ready for a role where you can grow, make a difference, and enjoy the ride — we’d love to meet you. Apply today and let’s get started.