Integrated Health Plans Pte Ltd (IHP) Hiring! Full Time Support - Quality Analyst in Pulau Pinang - Ricebowl

Company Description

Integrated Health Plans Pte Ltd (IHP) is an independent healthcare administrator serving over 1,800 Government and Corporate clients, including SMEs and MNCs, across Singapore. As one of the largest healthcare panel providers, IHP connects individuals with a network of over 1,000 trusted providers, including General Practitioners, Specialists, and Health Screening Centers. The company offers Third Party Administration and Flex Program services with efficient reimbursement options, as well as detailed, privacy-compliant healthcare expense reports via an HR Portal. With a 24-hour Contact Centre and regularly updated apps and portals, IHP is committed to making healthcare accessible and affordable across the Asia-Pacific region. Their mission is to enhance healthcare accessibility and deliver innovative solutions to improve the quality of the healthcare journey.

Role Description

This is a full-time hybrid role for a Support / Quality Analyst based in Bayan Lepas, with flexibility to work from home on occasion. The role focuses on ensuring system reliability, service quality, and a seamless user experience across platforms.

The Support / Quality Analyst will be responsible for monitoring system performance, analyzing user-reported issues, and identifying root causes to implement effective solutions or escalate when necessary. The role includes supporting daily operations, maintaining system stability, and ensuring service continuity.

Key responsibilities include conducting functional, system, and regression testing, coordinating UAT activities, and documenting test cases and outcomes to ensure quality assurance and traceability. The analyst will work closely with developers to validate system changes, API integrations, and mobile application updates.

In addition, the role involves managing support tickets within agreed SLAs, providing end-user support and guidance, and maintaining user documentation such as FAQs, guides, and training materials. The analyst will also track recurring issues, generate reports, and provide insights to improve system performance and reduce defects.

This role requires close collaboration with cross-functional teams to enhance processes, improve customer experience, and ensure service delivery meets or exceeds quality standards.

Qualifications

• Diploma in Computer Science / IT or related field, or equivalent certifications.
• 1–3 years’ experience in software/system testing and application support.
• Hands-on experience in handling admin portals and mobile app.
• Strong analytical and problem-solving skills with attention to detail.
• Passion for service with strong teamwork and collaboration skills.
• Able to work independently with minimal supervision.
• Excellent communication and interpersonal skills; fluent in English (written and spoken).
• Proficient in Microsoft Office (Excel, Word, PowerPoint); comfortable handling and analyzing large data sets.
• Familiarity with support tools (ticketing systems, monitoring dashboards) and QA processes (UAT, regression testing, bug tracking).
• Diligent, highly organized, and able to manage multiple tasks with a strong sense of accountability
• Good to have: Knowledge of clinic systems, Third Party Administrators (TPAs), and mobile healthcare app processes.