Job description:
We're Hiring: 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
Your Day-to-Day
Transactional Quality
- Review 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 Improvement
- Identify root cause and spot trends and areas where customer / quality of service can be improved.
- Create detailed reports on quality and customer experience metrics
- Present 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 points
- Present 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/generation
Risk Management
- Identifying risks based on SOW requirements on KPIs and Quality and Compliance requirements on campaigns supported
What We're Looking For
- English Language Certification such as IELTS, TOEIC, or TOEFL
- 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)
Work Setup
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
