Quality Lead – Healthcare BPO

Location: Ortigas, Pasig City (Onsite)

Schedule: Night Shift

Employment Type: Full-Time

Job Summary

We are looking for an experienced Quality Lead to join our Healthcare BPO team. The ideal candidate will have a strong background in quality auditing, healthcare operations, and people management, with experience supporting US Healthcare accounts. This role will be responsible for driving quality initiatives, conducting audits, analyzing performance trends, and providing coaching to ensure operational excellence.

Qualifications

• At least 2–3 years of experience as a Quality Lead
• At least 3–5 years of Quality Assurance (Auditing) experience in a BPO environment
• Strong experience supporting US Healthcare accounts
• Experience in Hospital Billing Audits or familiarity with the EPIC system/tool
• Proven experience in quality auditing, compliance monitoring, and adherence to call guidelines
• Experience in coaching, mentoring, and people management
• Advanced Microsoft Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, formulas, reporting, and data analysis)
• Experience creating dashboards and reports from scratch
• Strong analytical, communication, and stakeholder management skills
• Willing to work onsite in Ortigas, Pasig City
• Amenable to a night shift schedule

Key Responsibilities

• Conduct quality audits and monitor compliance with client and company standards
• Review healthcare-related transactions, calls, and processes to ensure quality and accuracy
• Analyze audit findings and identify performance improvement opportunities
• Provide coaching and feedback to agents and team leaders based on audit results
• Develop and maintain quality dashboards, reports, and scorecards
• Monitor trends and recommend process improvements to enhance performance
• Partner with Operations, Training, and Leadership teams to drive quality initiatives
• Ensure adherence to healthcare regulations, client requirements, and call handling guidelines