Clinical Quality Analyst, Manila (Day & Mid-Shift Support)

About Eucalyptus We're on a mission to make good health last a lifetime. More than 1 billion people live with obesity worldwide, driving preventable chronic conditions. We're here to build better long-term care. Eucalyptus is now part of Hims & Hers, the global leader in personalised health and wellness. Euc is the company behind Juniper, one of the world's largest weight-management programs combining GLP-1 medication with personalised nutrition, movement support, and clinician-led care from prescribers, nurses, health coaches, pharmacists, and dietitians. Our published clinical research shows that our combined clinical and behavioural approach helps patients lose significantly more weight during their treatment with Juniper by four times. Our Growth Story: • Supporting patients living with obesity across our 5 markets • Received selective NICE endorsement to provide services to the NHS • Tailored our offering to thousands of patients in Australia, the UK, Germany, Japan and Canada. 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-