Job Description
Are you a detail-oriented professional with a passion for service excellence? Cocolife, the largest Filipino-owned stock life insurance company, is currently seeking a dedicated Healthcare Quality Assurance Associate to join our team in Makati. In this role, you will play a pivotal part in upholding the standards of our healthcare operations by monitoring, evaluating, and enhancing the quality of service interactions within our helpline and liaison teams.
As a Healthcare Quality Assurance Associate, you will be the guardian of our customer experience. You will analyze call interactions, review process documentation, and provide actionable feedback to our frontline staff to ensure that every member receives accurate, compassionate, and efficient support. This is an excellent opportunity to build a career in healthcare administration and quality management within a reputable and stable organization.
Responsibilities
- Conduct regular audits and evaluations of customer service interactions, including calls, emails, and liaison support workflows.
- Monitor team compliance with established healthcare service level agreements (SLAs) and internal protocols.
- Document quality findings and generate detailed performance reports for management review.
- Collaborate with team leads to identify coaching opportunities and training gaps for frontline staff.
- Participate in calibration sessions to ensure consistent evaluation standards across the department.
- Support the implementation of process improvements to enhance operational efficiency and member satisfaction.
- Stay updated on healthcare industry regulations and company policy changes to ensure accurate quality monitoring.
Qualifications
- Bachelor’s degree in Healthcare Management, Nursing, Medical Technology, or a related field.
- At least 1-2 years of experience in quality assurance, customer service, or healthcare operations (insurance/HMO background is a strong plus).
- Strong analytical skills with the ability to interpret data and identify trends.
- Excellent communication skills in both English and Filipino, with high attention to detail.
- Proficiency in Microsoft Office Suite (Excel, Word, and PowerPoint).
- Ability to remain objective, provide constructive feedback, and maintain professional integrity.
- Strong interpersonal skills and a proactive approach to problem-solving.