Quality Specialist - Contact Center, AU/UK Support

About the Role

We are looking for a Clinical Quality Analyst to safeguard the clinical quality of every patient-facing Medical Support interaction at Eucalyptus. Our Medical Support teams handle some of the most sensitive conversations in the business — severe side effects, hospitalisations, mental health presentations, eligibility decisions, and patients who are not seeing results. This role exists to make sure those conversations are consistently safe, accurate, empathetic, and clinically sound as we scale across markets.

You will audit interactions across phone, email, and chat through both a patient-first and a clinical-safety lens; own the clinical scoring framework and keep it calibrated and trusted; and turn what you find into coaching recommendations, macro and workflow corrections, and training that measurably improves care. When you find a clinical risk, you will escalate it — quickly, clearly, and without waiting for a reporting cycle.

This is a role for someone who has worked clinically and then found they were drawn to the systems question: not just was this patient looked after, but why did this go wrong, how often, and what needs to change. You might come from clinical governance, safety and quality audit, incident review, accreditation, or a clinical QA function in a hospital, pharmacy, or health service — or you might be a clinician who has been doing this work informally and wants to do it properly. This role reports to the Manager, Quality, Training & Process Excellence and sits deliberately outside the teams it audits.

If you are clinically sharp, rigorous about evidence, comfortable telling people what you found, and motivated by making care measurably safer at scale — this role is for you.

What You'll Be Doing

Clinical Quality Auditing

• Audit patient-facing Medical Support interactions across phone, email, and chat — escalation, discovery, eligibility and Medical Support calls, side-effect queues, pre-approvals, and formal patient check-ins
• Assess both experience quality (tone, empathy, clarity, de-escalation) and clinical quality (accuracy of information, appropriateness of advice, safety-netting, documentation, escalation decisions)
• Deliver audit coverage at a frequency and sample design that is genuinely representative across every channel, queue, and team member
• Maintain audit documentation that is complete, defensible, and stands up to regulatory scrutiny

Scoring Framework & Calibration

• Own and improve the clinical QA scoring framework, including clinical criteria, weightings, and the definition of a critical clinical error
• Run calibration sessions with Team Leads, Senior Medical Support Associates, and clinical stakeholders so scoring stays consistent and trusted
• Keep the framework aligned to current clinical protocols, formulary, and market-specific regulatory requirements

Clinical Risk Identification & Escalation

• Identify clinical risks, recurring errors, and emerging unsafe patterns, and escalate them through the defined clinical escalation path
• Distinguish clearly between a coaching moment, a systemic quality issue, and a reportable clinical safety event — and act on each correctly
• Partner with Clinical Operations and Clinical Insights on any finding indicating patient harm, a near-miss, or a protocol gap

QA Reporting & Insight

• Produce weekly clinical QA reporting covering scores, trends, clinical error themes, and specific coaching and training recommendations
• Analyse QA results alongside ticket quality, error rates, escalation volumes, patient satisfaction, and clinical incident data to surface patterns worth acting on
• Make reporting insight-led — a narrative that tells stakeholders what to focus on and why

Clinical Content Assurance

• Review and maintain Medical Support macros, templates, and workflows so the clinical content within them stays accurate, current, and compliant across markets
• Drive correction of anything clinically out of date or unsafe, confirming the right clinical position with Clinical Operations
• Partner with Process & Knowledge Specialists so approved changes land in the Knowledge Hub and in training, not just in the macro library

Training & Coaching Partnership

• Partner with Learning & Knowledge Management to design and deliver clinical training that closes the specific gaps your audits reveal
• Provide structured, specific, evidence-grounded coaching recommendations to Team Leads
• Measure training impact through subsequent QA outcomes and knowledge checks, and iterate on what the evidence shows

Process Improvement & Automation

• Bring clinical QA data into process and automation discussions so clinical safety is designed in, not reviewed afterwards
• Collaborate with Process Specialists and Senior Medical Support Associates to close gaps and improve turnaround times without eroding clinical quality
• Track and report the clinical quality impact of every change implemented

Cross-Functional Collaboration & Patient Insight

• Capture and synthesise clinical patient insight, sentiment trends, and safety themes from the frontline
• Share findings proactively with Operations, Clinical Operations, Product, and Care partners to inform improvements
• Ensure both the patient voice and the clinical view are represented in quality, process, and product discussions

About You

• 3–5 years of post-qualification clinical experience, with at least 2 years in a clinical quality, clinical governance, safety and quality, audit, accreditation, or incident review capacity — telehealth or a fast-paced healthcare environment is a strong plus
• A clinical qualification and background — registered nurse, midwife, pharmacist, paramedic, or allied health professional. You have practised, and you bring real clinical judgement rather than a checklist
• Experience auditing clinical care or clinical documentation — you have reviewed cases against a standard, formed a view, and defended it. Experience with adverse event review, root cause analysis, or accreditation frameworks is highly valued
• Analytically capable — you turn a pattern across fifty audits into a clear, evidenced recommendation. Comfortable in spreadsheets and reporting tools; SQL or dashboard experience is a bonus, not a requirement
• Rigorous and detail-oriented — you notice the missing safety-net, the undocumented escalation, the advice that was almost right
• Direct and constructive — you can tell a Team Lead their team has a clinical accuracy problem, and be thanked for it. You separate the finding from the person, and you make feedback specific, fair, and actionable
• Sound judgement on risk — you know the difference between a coaching moment and a safety event, and you escalate urgent findings immediately rather than holding them for a report
• Independent and self-directed — you design your own audit plan, hold yourself to your own coverage targets, and do not need to be chased
• A genuine collaborator — you work generously across Medical Support, Clinical Operations, Learning, and Process teams, and you share what you find early
• Patient-first in everything — every audit, score, and recommendation is anchored in what is safest and best for the patient
• Based in Metro Manila and happy to join us at our Makati hub 2–3 days per week as part of our hybrid working model, working hours aligned to our AU and UK teams

Why Join Eucalyptus?

Euc is also behind a growing family of digital healthcare clinics (Pilot, Kin, Software, Compound) across men’s health and well-being, fertility, skincare, and preventative health.

Here’s what makes joining Euc unique:

• What’s next - Our goal for the next three years is to support 1 million patients globally to live better for longer. We’re launching into new conditions, demographics, and geographies as we build a truly preventive healthcare ecosystem.
• Build something world-changing - We’re on the path to becoming the world’s largest international digital healthcare company. It will be challenging, fast-paced, and deeply rewarding.
• Make real impact - You will deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• Accelerate your growth - You will have high ownership, continuous feedback, and dedicated development support.
• Join a motivated team - You will collaborate with talented peers to solve complex clinical and operational problems at scale.

What’s Ahead in the Philippines?

• Grow with us globally - Get mentorship from leaders across Australia, the UK, Germany, and Japan while collaborating with top-tier teams in the Philippines and South Africa.
• Shape your career - Access learning budgets, conferences, certifications, peer shadowing, and a global knowledge-sharing culture.
• Work where wellbeing matters - Enjoy wellness budgets, social clubs, hybrid work arrangement, and initiatives that help you stay balanced and connected.
• Innovate with purpose - Use state-of-the-art tools and contribute to bold, impactful solutions in healthcare.
• Support at every stage - Benefit from comprehensive health coverage (including up to 2 dependents), vacation, sick, and parental leaves, 13th-month pay, statutory benefits, and transport allowance.

At Eucalyptus, we value individuals from all backgrounds, experiences, and perspectives, and we embrace the unique qualities each person brings. When you apply, please let us know of any reasonable adjustments you may need during the interview process.