Quality Analyst – Customer Service

Employment Type: Full-Time (Indefinite-Term)

Location: Colombia (remote)

Department: Customer Service

Work Schedule: Full-time (M-F)

About Tuyo Health

Tuyo Health is a telehealth company focused on providing accessible, convenient, and patient-centered healthcare through technology. Our team works across clinical, customer service, and operational functions to deliver a seamless experience for our patients.

About the Role

We are looking for a Quality Analyst – Customer Service to monitor and evaluate customer service interactions, ensure compliance with quality standards, and identify opportunities to improve the patient and customer experience.

Key Responsabilities

• Monitor and evaluate calls, chats, tickets, emails, and other Customer Service interactions.
• Conduct quality audits based on established standards, policies, and procedures.
• Identify errors, recurring issues, risks, and opportunities for improvement.
• Document quality findings, scores, trends, and areas of non-compliance.
• Provide constructive feedback to Customer Service representatives.
• Prepare quality reports and communicate key findings to relevant teams.
• Follow up on improvement plans and corrective actions.
• Collaborate with Customer Service, Operations, and Training teams on quality improvement initiatives.
• Maintain strict confidentiality when handling patient information, performance data, and audit results.
• Perform other duties related to the role as assigned.

Requirements

• Experience in Quality Assurance, Customer Experience, or a related field.
• C1 level of English proficiency (written and spoken).
• Previous experience in the healthcare or healthcare technology sector is preferred.
• Strong analytical skills and attention to detail.
• Excellent communication and feedback skills.
• Ability to objectively evaluate interactions against established standards.
• Strong organizational, documentation, and reporting skills.
• Ability to handle confidential and sensitive information with discretion.
• Familiarity with customer service and quality assurance tools.