Healthcare Quality & CSAT Analyst

View Moreicons; Quezon City; On-site; PHP 335,000 - 670,000; Full time

Job summary

Sagility is seeking a Clinical - Quality Analyst to ensure adherence to quality policy and service quality plans. The role focuses on quality planning, assurance, control, reporting and improvement to enhance stakeholder experience.

Candidate must hold an ACTIVE USRN License with solid call center experience and a strong healthcare background. Willingness to be assigned to Iloilo or Manila is required, with opportunity to impact patient/member experience.

Qualifications

• Certified employees with ACTIVE USRN License, with satisfactory performance or better, with impeccable discipline and attendance record.
• Minimum 6 months call center experience in supported account
• Must be a regular and certified employee in their current role
• Has no disciplinary action for the past 6 months.
• Must meet a minimum of 4 out of 6 months on all KPIs with outstanding attendance record.
• No critical Incidents reported
• With Good Communication, Presentation, Interpersonal and Analytical skills
• Experience on actual analysis is a plus
• Preferably with strong Healthcare background
• Must have the ability to engage and influence people across levels of the organization
• Able to drive change and manage team performance
• Willing to be assigned to Iloilo or Manila

Responsibilities

• Monitor voice and non-voice transactions (Web, voice, e-mail, white mail).
• Encode evaluations in a central repository and summarize/analyses results.
• Identify customer's contact reasons and pain points/sentiments.
• Work with Operations as an auditor as well as regulator of quality issues.
• Evaluate customer surveyed calls, including Detractor and Passive rated surveys.
• Evaluates surveyed calls based on customer survey verbatim and through call listening.
• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls.
• Call out any mismatch between survey verbatim and call listening.
• Conduct Calibration Sessions with the Client and with Operations.
• Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered.
• Provides updated, accurate and timely reports as required to the Quality Lead/Manager.
• Reports all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.

Skills

Detail-oriented

Client-centric

Communication skills

Problem-solving

Time management

Deadline driven

Team collaboration

MS Office proficiency

Tools

MS Office

Job description

Sagility is seeking a Clinical - Quality Analyst to ensure adherence to quality policy and service quality plans. The role focuses on quality planning, assurance, control, reporting and improvement to enhance stakeholder experience.

Candidate must hold an ACTIVE USRN License with solid call center experience and a strong healthcare background. Willingness to be assigned to Iloilo or Manila is required, with opportunity to impact patient/member experience.