Quality & CSAT Analyst – Customer Experience

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 350,000 - 520,000; Full time

Job summary

Sagility Philippines B.V Branch in Quezon City is seeking a Business Excellence Analyst to monitor customer interactions across multiple channels and provide actionable insights to improve quality, CSAT, and operational performance.

You will coach agents, participate in process improvements, ensure HIPAA and QISMS compliance, and develop reports with trend analyses to drive performance across the contact center. 1–2 years call center experience preferred.

Qualifications

• Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.
• Able to establish, implement and continuously improve the quality information security policies assigned to him / her.
• Able to establish structures and procedures to protect classified information

Responsibilities

• Performance Management: monitor customer contact points and provide quantifiable data for quality judgments.
• Conduct calibration sessions with client and Operations to address quality trends.
• Provide coaching tips and materials to Operations to improve product knowledge and soft skills.
• Develop reports to establish patterns and trends of Quality and CSAT issues.
• Ensure timely reports to Quality Lead/Manager and adhere to HIPAA/QISMS requirements.

Skills

Quality policies

Info security

HIPAA awareness

QISMS

Education

4-year college degree

Job description

Sagility Philippines B.V Branch in Quezon City is seeking a Business Excellence Analyst to monitor customer interactions across multiple channels and provide actionable insights to improve quality, CSAT, and operational performance.

You will coach agents, participate in process improvements, ensure HIPAA and QISMS compliance, and develop reports with trend analyses to drive performance across the contact center. 1–2 years call center experience preferred.