Healthcare Quality Analyst - Call Center Insights

Sagility Philippines B.V Branch; Philippines; On-site; PHP 201,000 - 312,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Quality Analyst to drive adherence to the quality policy and oversee quality planning, assurance, control and reporting. The role emphasizes monitoring calls and transactions, evaluating CSAT metrics, and delivering data-driven insights to improve customer experience.

The position requires strong communication and analytical skills, with experience in a call center environment and willingness to work in Quezon City or Manila sites.

Qualifications

• Two years of college education or equivalent.
• Minimum 1 year call center experience.
• Must meet minimum KPIs with good attendance.
• Strong communication and analytical abilities.

Responsibilities

• Monitor voice and non-voice transactions and encode evaluations in a central repository.
• Evaluate customer surveys and calls, provide actionable insights to Operations.
• Conduct Calibration Sessions with Client and Operations.
• Design and implement reports to identify trends in Quality and CSAT issues.

Skills

Attention to detail

Communication skills

Analytical skills

Client-centric

Time management

Education

Two years of College Education

Tools

MS Office

Job description

Sagility Philippines B.V Branch is seeking a Quality Analyst to drive adherence to the quality policy and oversee quality planning, assurance, control and reporting. The role emphasizes monitoring calls and transactions, evaluating CSAT metrics, and delivering data-driven insights to improve customer experience.

The position requires strong communication and analytical skills, with experience in a call center environment and willingness to work in Quezon City or Manila sites.