Healthcare Quality & CSAT Analyst

Sagility; Quezon City; On-site; PHP 300,000 - 460,000; Full time

Job summary

Sagility is seeking an Analyst in Quezon City, Philippines to monitor and evaluate customer interactions across multiple channels and drive quality, CSAT, and performance improvements. The role involves coaching, process improvements, and ensuring compliance with QISMS and HIPAA standards.

Education requires a 4-year degree with 1-2 years call center experience; 2 years of experience in speech and text analytics is preferred.

Qualifications

• Preferably a 4-year college degree and/or equivalent experience, 1-2 years call center experience and call monitoring.
• 2 years’ experience in running speech and text analytics solutions.
• Knowledge of HIPAA and QISMS security practices.

Responsibilities

• Monitor all customer contact points (Web, voice, e-mail, white mail) objectively.
• Provide quantifiable data for quality judgments and surveys.
• Audit/ regulate quality issues with Operations.
• Evaluate customer survey calls, including Detractor and Passive ratings.
• Encode evaluations in a central repository and summarize results.
• Provide actionable insights to Operations based on call analyses.
• Identify contact reasons and pain points, and opportunities for improvement.
• Design and implement reports to show trends in Quality and CSAT issues.
• Coach Operations with tips on product knowledge, system navigation and soft skills.
• Ensure timely reports to Quality Lead/Manager and support calibration with client.

Skills

InfoSec policies

Data protection

Quality monitoring

Call center oversight

Education

4-year degree

Job description

Sagility is seeking an Analyst in Quezon City, Philippines to monitor and evaluate customer interactions across multiple channels and drive quality, CSAT, and performance improvements. The role involves coaching, process improvements, and ensuring compliance with QISMS and HIPAA standards.

Education requires a 4-year degree with 1-2 years call center experience; 2 years of experience in speech and text analytics is preferred.