QA Analyst for calls (Project-based)

What are some of the perks once you become part of this awesome team?

• Fixed weekends off

• Fun onsite and virtual activities/events

• Open door policy with avenues to gather employee feedback

• Various learning and personal/professional growth and development opportunities

We are offering a hybrid work arrangement! The company will also be providing the PC and equipment needed. Although during your first month (or until the HLM approves of the transition), you will be reporting on-site to complete company and/or client-required trainings. With this, the following requirements will be required prior the on-boarding:

• Minimum of 25mbps internet speed (actual bandwidth via speed test) *higher than 25mbps would be required if there will be other people in the household who would be either working from home or heavily using the internet during your shift

• Dedicated space or room with good ventilation for the PC set-up.

• Table that can fit two 24" monitors and a chair, ideally positioned close to the outlet and internet modem

• Work from home location is within NCR.

General Objective: Primarily responsible for auditing communications (calls, emails, and chats) between onshore member services representatives and their customers according to guidelines for compliance, security, accuracy, and tone. 

What are some of the responsibilities?

• Auditing call, email, and chat records according to defined audit checklists

• Providing clear notes on any findings or deviations from the expected outcomes

• Meeting the expected number of audits on a daily, weekly, and/or monthly basis

• Providing complete and accurate audit results and related reports in a timely manner  

• Providing status updates to client counterparts as needed

• Training new team members on any tasks as instructed by the supervisor and ensuring the trainees retention and mastery of the subject

• Attending all required training sessions facilitated by the client and GAI’s Learning and Development team.

• Completing all required training by the provided due dates.

• Communicating professionally with client counterparts and providing accurate information as made available through the resources and tools

• Accurately documenting all customer interactions according to procedures
  

What are the ideal requirements?

• Bachelor’s degree or equivalent work experience in performing QA functions for calls

• Background in US healthcare or any processing role is a HUGE plus! (e.g. Benefits Administration, COBRA, Claims, Billing)

• Strong English written and verbal communication skills

• Prior experience using Genesys is an advantage

• This is a fixed-term project starting August 2026 until December 2026