Quality & Audit Analyst: Drive Process Improvements

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Quality Review & Audit Analyst in Quezon City to join our quality team. You will review calls, emails, and chats for accuracy, analyze trends, and help develop audit guidelines.

Strong communication and data interpretation skills are essential as you collaborate with leadership and clients to elevate service quality. Ideal candidates have 2+ years in customer service, experience with data analysis, and proficiency in Microsoft Office.

Qualifications

• High School Diploma or G.E.D. required.
• 2+ years of customer service experience.
• Working knowledge of Microsoft Office.

Responsibilities

• Review calls, emails, and chats for accuracy and identify opportunities.
• Analyze trends from call listening sessions.
• Identify and recommend improvements in processing and procedures and assist in the development of audit guidelines.
• Act as a subject matter expert and a resource for team members.
• Actively engage in quality initiatives to address error trends and process improvement.
• Facilitate national and site level calibrations and client calibrations.
• Use various tools and information sources to create analyses identifying customer service deficiencies.
• Champion remediation or proactive initiatives to improve quality.

Skills

Organizational skills

Written & verbal communication

Interpersonal skills

Professionalism

Data analysis

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Sagility Philippines B.V Branch is seeking a Quality Review & Audit Analyst in Quezon City to join our quality team. You will review calls, emails, and chats for accuracy, analyze trends, and help develop audit guidelines.

Strong communication and data interpretation skills are essential as you collaborate with leadership and clients to elevate service quality. Ideal candidates have 2+ years in customer service, experience with data analysis, and proficiency in Microsoft Office.