Quality Analyst

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 combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit’s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience.

Job title: Quality Analyst

Job Description

Education

• Two years of College Education
• Minimum 1 year call center experience.

Experience

• 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

Mandatory Skills

• Highly focused, detail-oriented, and client-centric mindset
• Capable of setting and meeting deadlines
• Ability to manage time effectively
• Excellent communication skills
• Proven problem-solving skills
• Ability to work well in both independent and highly collaborative settings
• Ability to excel in fast-paced work environment
• High degree of proficiency in relevant computer skills (MS Office)

Roles & responsibilities

• Call/Transaction Monitoring: Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, e-mail, white mail) Encodes evaluations in a central repository and summarizes/analyses results Identify customer’s contact reasons and pain points/sentiments Works with Operations as an auditor as well as regulator of quality issues.
• Customer Experience: Responsible for evaluating customer surveyed calls, including but not limited to 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
• Calibration: Conducts Calibration Sessions with the Client and with Operations
• Reporting: 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.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location

Quezon City, Bridgetowne ZetaPhilippines

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Already keen? Discover your next role with Sagility, a great place to work.