Quality Analyst - Healthcare CX & CSAT Insights

Sagility; Quezon City; On-site; PHP 300,000 - 550,000; Full time

Job summary

Sagility is seeking a Quality Analyst in the Philippines to monitor calls and transactions, evaluate surveys and calls, and drive improvements in CSAT. The role requires strong communication, analytical skills, and the ability to work across levels in a fast-paced environment.

You may be assigned to Iloilo or Manila, with emphasis on accuracy and timely reporting. Responsibilities include maintaining quality plans, generating reports, and ensuring adherence to KPIs while supporting operations

Qualifications

• Two years of college education required.
• Minimum 1 year call center experience.
• Must be regular and certified in current role.
• No disciplinary action in past 6 months.
• Must meet 4/6 months KPI with outstanding attendance.
• No critical incidents reported.
• Strong communication, presentation, interpersonal, and analytical skills.
• Healthcare background preferred.
• Ability to engage and influence across levels.
• Willing to be assigned to Iloilo or Manila.

Responsibilities

• Call/transaction monitoring of voice and non-voice channels.
• Encode evaluations and summarize analyses in a central repository.
• Identify customer contact reasons and pain points.
• Act as auditor and regulator of quality issues with Operations.
• Evaluate customer surveys and call recordings for CSAT insights.
• Provide actionable insights to Operations to address issues.
• Conduct calibration sessions with Client and Operations.
• Design and deliver trend reports on quality and CSAT to stakeholders.

Skills

High focus

Detail oriented

Client-centric

Deadline management

Time management

Excellent communication

Problem solving

Independent & collaborative

MS Office proficiency

Education

Two years of college education

Job description

Sagility is seeking a Quality Analyst in the Philippines to monitor calls and transactions, evaluate surveys and calls, and drive improvements in CSAT. The role requires strong communication, analytical skills, and the ability to work across levels in a fast-paced environment.

You may be assigned to Iloilo or Manila, with emphasis on accuracy and timely reporting. Responsibilities include maintaining quality plans, generating reports, and ensuring adherence to KPIs while supporting operations