Quality Analyst (Healthcare Service Desk)

Job description:We’re Hiring: Quality Analyst (Healthcare Service Desk)Work Where People MatterAt 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 HereGrowth you can see – promotions and career paths awaitLearning that sticks – trainings to sharpen your skillsA workplace that cares – inclusive, supportive, and people-firstHealth coverage you can count onRewards when you refer friends to join the teamYour Day-to-DayRoles & ResponsibilitiesTransactional QualityReview calls / emails / chat interactions / tickets to measure Associate actions based on client and quality standards.

Ensure that all associate interactions comply with internal and regulatory standards. Provide constructive feedback to Associates to aid in improving performance. Maintain accurate records of evaluations and feedback provided. Facilitate QA Talk Sessions to educate associates on quality standards and best practices. Maintain high standards of quality service across the organization.

Performance Analytics and Process ImprovementIdentify root cause and spot trends and areas where customer / quality of service can be improved. Create detailed reports on quality and customer experience metricsPresent findings to stakeholders (internal and external Clients)Identify and provide process recommendations to reduce customer effort / improve customer experience.

Create process map and identify gaps and pain pointsPresent process recommendation changes to stakeholders (internal and external Clients)Design and implement quality metrics and dashboards to track performance. Automation Tools Management and Syntax creation/generationRisk ManagementIdentifying risks based on SOW

requirements on KPIs and Quality and Compliance

requirements on campaigns supportedWhat We’re Looking ForEnglish Language Certification such as IELTS, TOEIC, or TOEFLExcellent oral, written, and interpersonal communication skillsExceptional listening and analytical abilitiesIntermediate-level proficiency in MS Office applicationsStrong attention to detail and accuracy in workQuality Analyst for Healthcare Service Desk (non-negotiable requirement)Work SetupLocation: 6th Floor, eBloc 3, IT Park, Lahug, Cebu CityShift: ShiftingAbout Tech Mahindra PhilippinesWe’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.