Quality Assurance Analyst | Work On Site - Ortigas Pasig

Connext is a trusted team of business process outsourcing experts and innovators, with proven experience supporting world-class companies across industries such as Title and Escrow, Healthcare, Produce Distribution, Retail and Fashion, Design Consulting, and Finance.

We are currently looking for a Quality Assurance Analyst to join our growing team.

What’s in it for you?

• Competitive compensation package
• Overtime pay
• Life insurance coverage
• HMO insurance
• Positive and supportive company culture
• Annual merit-based salary increase
• 25% Night Differential
• Company-provided equipment

Job Summary

The Quality Assurance Analyst is responsible for evaluating and monitoring the performance of AI-handled calls in a healthcare support environment. This includes reviewing call accuracy, validating information, ensuring compliance with healthcare standards, and confirming proper task routing to clinical teams and electronic medical records (EMRs). The role safeguards service quality and compliance by providing feedback and collaborating with cross-functional teams.

Job Responsibilities

• Review AI-handled calls for accuracy, clarity, and completeness of patient/client intake and appointment booking.
• Validate whether calls are correctly routed to clinical teams and update tasks in the EMR.
• Audit outputs for compliance with HIPAA, data privacy, and organizational policies.
• Identify errors, misinterpretations, or escalations and provide actionable feedback.
• Collaborate with operations, clinical teams, and developers to refine workflows and improve accuracy.
• Document findings, prepare reports, and recommend process improvements.
• Support calibration sessions to align QA standards across the team.
• Assist in developing QA scorecards, metrics, and benchmarks tailored to healthcare operations.

Required Qualifications

• Experience with electronic medical records (EMRs).
• Familiarity with healthcare processes such as patient intake, appointment scheduling, referrals, and EMR documentation.
• Knowledge of HIPAA and data privacy regulations.
• Strong analytical and critical-thinking skills; able to identify trends and root causes.
• Keen attention to detail with excellent listening and documentation skills.
• Strong written and verbal English communication skills to effectively provide constructive feedback.

Screening Criteria

• Minimum of 2 years of experience in a healthcare BPO or call center environment.
• Minimum of 3 years of experience in quality assurance.
• Must have a stable employment history.