Quality & Change Management Specialist (Australia Support)

TL;DR

Quality & Change Management Specialist (Australia Support): Auditing and optimizing patient support interactions and processes for a rapidly scaling digital healthcare platform with an accent on improving quality standards, analyzing performance metrics, and driving continuous operational improvements. Focus on identifying process gaps, implementing automation, and ensuring high-quality, empathetic patient care.

Location: Hybrid (2-3x per week on-site) in Makati, Philippines

Company

hirify.global is a digital healthcare company on a mission to make good health last a lifetime, operating global weight-management programs and other digital clinics.

What you will do

• Audit patient support interactions (email, live chat, calls) for quality, tone, and adherence to internal standards.
• Produce weekly QA reports for Team Leads, including quality scores, trends, and coaching recommendations.
• Analyze QA results and support metrics to identify patterns and propose actionable improvements.
• Maintain and optimize macros, templates, and workflows to reflect changes in products, policies, or processes.
• Partner with Learning and Knowledge Management to design and deliver training, measuring impact through QA outcomes.
• Collaborate weekly with Senior Patient Support Specialists to identify process gaps, implement automation, and improve turnaround times.
• Capture and share patient insights, sentiment, and quality risks with cross-functional partners.

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.
• Experience in quality assurance, process improvement, or customer support operations is a strong advantage.
• Ability to work in a hybrid set-up (2-3x per week on-site) at our hub in Makati, Philippines.

Culture & Benefits

• Opportunity to support 1 million patients globally and build a truly preventive healthcare ecosystem.
• Deliver work that directly shapes patient outcomes and scales evidence-based care across markets.
• High ownership, continuous feedback, and dedicated development support to accelerate your growth.
• Get mentorship from leaders across Australia, the UK, Germany, and Japan.
• 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.