Quality Assurance Specialist

About KwikCare

KwikCare Healthcare Plans make quality healthcare truly affordable and accessible for the modern Filipino by leveraging technology and operational efficiency, bringing comprehensive HMO coverage within reach for more Filipinos.

Role Description

The Sales Quality Analyst is responsible for monitoring, evaluating, and improving sales performance through quality assurance, data analysis, and continuous improvement initiatives. This role plays a critical part in identifying performance gaps, determining root causes, and providing actionable recommendations that enhance advisor effectiveness, customer experience, operational efficiency, and overall sales results.

The successful candidate will work closely with Sales, Operations, Training, and Management teams to analyze performance trends, drive quality improvement programs, and measure the effectiveness of implemented solutions.

Key Responsibilities

• Monitor and evaluate sales interactions to ensure quality, compliance, and adherence to sales standards.
• Collect, validate, and analyze sales and operational performance data.
• Identify performance gaps and conduct root cause analysis to determine underlying issues.
• Track key metrics including conversion rates, lead handling, productivity, customer experience, and process efficiency.
• Develop and maintain reports, dashboards, and performance scorecards for management.
• Provide actionable recommendations to improve advisor performance and sales outcomes.
• Partner with Sales, Operations, and Training teams to implement improvement initiatives.
• Measure the effectiveness of implemented solutions and monitor performance impact.
• Identify opportunities for process optimization and operational improvement.
• Present insights and recommendations to stakeholders in a clear, data-driven manner.

Qualifications

• Bachelor's degree in Business, Analytics, Statistics, or a related field preferred.
• 3+ years of experience in Quality Assurance, Sales Analytics, Sales Operations, or a similar role.
• Proven experience in sales performance monitoring, quality assurance, and root cause analysis.
• Strong understanding of sales processes, customer engagement, objection handling, and closing techniques.
• Advanced proficiency in Excel and/or Google Sheets, including reporting and data analysis.
• Experience creating dashboards, scorecards, and performance reports.
• Familiarity with CRM systems, Freshdesk, or similar reporting tools is an advantage.
• Strong analytical, problem-solving, and critical-thinking skills.
• Excellent communication and stakeholder management abilities.
• Highly detail-oriented, objective, and able to distinguish between people, process, and system-related performance issues.

Industry

• Healthcare Insurance

Employment Type

• Full time, hybrid, 2x onsite monthly in Pasig.