Quality & CSAT Analytics Specialist

Sagility; Quezon City; On-site; PHP 335,000 - 469,000; Full time

Job summary

Sagility is seeking a Business Excellence Analyst in Quezon City, Philippines. You will monitor customer interactions across web, voice, and email channels, provide actionable quality insights, and coach Operations to improve CSAT and performance.

The role emphasizes QISMS, HIPAA compliance, and ongoing process improvement. Ideal candidates have 0–1 years in call centers, with a 4-year degree or equivalent experience.

Qualifications

• Preferably any 4-yr college degree and/or equivalent experience.
• 0–1 years call center experience and call monitoring.
• Knowledge of information security policies and HIPAA requirements.

Responsibilities

• Monitor customer interactions across channels and provide insights.
• Coach and improve processes; ensure compliance with standards and regulations.
• Create reports with patterns and trends on quality and CSAT.

Skills

Establish and implement security info

Protect classified information

Report information security incidents

QISMS & HIPAA awareness

Education

4-year college degree or equivalent experience

Job description

Sagility is seeking a Business Excellence Analyst in Quezon City, Philippines. You will monitor customer interactions across web, voice, and email channels, provide actionable quality insights, and coach Operations to improve CSAT and performance.

The role emphasizes QISMS, HIPAA compliance, and ongoing process improvement. Ideal candidates have 0–1 years in call centers, with a 4-year degree or equivalent experience.