This list contains only the countries for which job offers have been published in the selected language (e.g., in the French version, only job offers written in French are displayed, and in the English version, only those in English).
This role plays a critical part in ensuring our patients receive consistently high‑quality, empathetic support as we scale. You’ll work with key stakeholders and front-line operations to help safeguard care standards, surface insights from frontline interactions, and drive continuous improvement across patient support processes. This role reports to the Senior Operations Manager for Juniper Australia.
Job Responsibility:
Audit patient support interactions (email, live chat, calls) through a patient‑first and empathetic lens to ensure quality, tone, and adherence to internal standards
Produce weekly QA reports for Team Leads, including quality scores, trends, and clear coaching or training recommendations
Analyse QA results and support metrics (e.g. ticket quality, error rates, patient satisfaction) to identify patterns and propose actionable improvements
Maintain and optimise macros, templates, and workflows to reflect changes in products, policies, or processes, ensuring content remains accurate, compliant, and scalable
Partner with Learning and Knowledge Management to design and deliver training, measuring impact through QA outcomes, knowledge checks, and performance improvements
Collaborate weekly with Senior Patient Support Specialists and Process Specialists to identify process gaps, implement automation, and improve turnaround times
Capture and share patient insights, sentiment, and quality risks with cross‑functional partners to inform operational, product, and care improvements
Requirements:
At least 4-5 years of experience in quality control in a fast-paced customer centric environment
A strong customer‑centric mindset, with a keen ability to assess tone, empathy, and communication quality
Analytical and reporting skills, with experience turning data into clear insights and practical recommendations
Strong communication skills, comfortable working with team members at all levels, from frontline specialists to senior stakeholders
Experience in quality assurance, process improvement, or customer support operations is a strong advantage
Can work in a hybrid set-up (2-3x per week on-site) at our hub in Makati
What we offer:
Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture
Enjoy wellness budgets, social clubs, hybrid work arrangement, and initiatives that help you stay balanced and connected
Benefit from comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves, 13th-month pay, statutory benefits, and transport allowance