Quality Assurance Analyst (Cebu)

DUTIES AND RESPONSIBILITIES: 

• Evaluate customer interactions across calls, chats, emails, or other channels to ensure alignment with quality standards. 

• Analyze KPIs such as Customer Satisfaction (CSAT), First Call Resolution (FCR), and other performance metrics to identify trends and improvement areas. 

• Provide constructive, actionable feedback to agents to support development and performance improvement. 

• Assist in the creation and refinement of quality standards, evaluation frameworks, and scoring methodologies. 

• Assess interaction data to identify training, process, or technology improvements that will elevate service quality. 

• Develop and present reports highlighting quality performance trends, findings, and recommendations to stakeholders. 

• Support the design and facilitation of training sessions related to quality assurance standards and best practices. 

• Collaborate with supervisors, trainers, and cross-functional teams to roll out quality initiatives and ensure consistent evaluations. 

• Monitor adherence to company policies, standard operating procedures, and applicable regulatory requirements. 

• Stay informed on industry best practices, technologies, and trends related to quality assurance. 

• Perform other duties as assigned to support the department’s goals. 
   

QUALIFICATIONS: 

• Bachelor’s degree from an accredited college or university; preference for Health Science or related medical field 

• 0–1 year of experience in a Quality Assurance Analyst or similar role 

• Excellent verbal and written communication skills 

• Strong analytical and problem-solving abilities 

• High attention to detail and accuracy in assessments 

• Working knowledge of Microsoft Office applications (Word, Excel, PowerPoint, SharePoint) 

• Strong time management skills with the ability to meet deadlines 

• Collaborative mindset with the ability to work across teams 

• Quick learner with adaptability to new technologies and evolving processes 
   

Preferred: 

• Knowledge of medical terminology and CPT/ICD-9/ICD-10 coding 

• Certification in Lean, Six Sigma, or related quality methodologies 

• Proven ability to work independently with minimal supervision 

• Experience in multitasking and managing inputs from multiple team members 

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All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity, sexual orientation, national origin, ethnicity, age, disability, marital status, or any other characteristic protected by law.

Genfinity as an Equal Opportunity Employer, believes in each person’s potential, and we’ll help you achieve yours.

All information will be kept confidential according to EEO guidelines.

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