Healthcare Quality & Analytics Analyst

View Moreicons; Quezon City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Sagility in Quezon City, Philippines, is seeking a Business Excellence Analyst to monitor quality across web, voice, and email channels and to provide actionable insights to Operations. You will evaluate customer surveys, calibrate with clients, and run reports to identify CSAT trends while ensuring QISMS and HIPAA adherence.

The role emphasizes data accuracy, continuous improvement, and collaboration with Training and Operations.

Qualifications

• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.

Responsibilities

• Monitoring all customer contact points (Web, voice, e-mail, white mail) in an objective fashion.
• Provide quantifiable data to quality judgments.
• Audit and regulate quality issues with Operations.
• Evaluate customer surveyed calls (Detractor/Passive) and report results.
• Encode evaluations in a central repository and summarize analyses.
• Provide actionable insights to Operations based on survey analyses.
• Identify contact reasons and pain points/sentiments.
• Identify controllable and non-controllable opportunities.
• Call out mismatches between verbatim survey responses and call listening.
• Report behavior not conforming to CSAT standards.
• Design reports to establish patterns and trends for Quality and CSAT.
• Provide coaching materials to Operations to improve knowledge and skills.
• Develop incentive programs with Operations to improve center quality.
• Collaborate with Training and Operations to address issues with refresher training.
• Conduct calibration sessions with client and Operations.
• Coach agents on trends and quality.
• Handle incoming or escalated calls and meet productivity standards.
• Provide timely reports to the Quality Lead/Manager.
• Complete other tasks as assigned.

Skills

QISMS & HIPAA

Security governance

Incident reporting

Training participation

Education

4-year degree or equivalent

Job description

Sagility in Quezon City, Philippines, is seeking a Business Excellence Analyst to monitor quality across web, voice, and email channels and to provide actionable insights to Operations. You will evaluate customer surveys, calibrate with clients, and run reports to identify CSAT trends while ensuring QISMS and HIPAA adherence.

The role emphasizes data accuracy, continuous improvement, and collaboration with Training and Operations.