Quality & CSAT Analytics Specialist

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 300,000 - 480,000; Full time

Job summary

Sagility Philippines B.V Branch is hiring a Reports Specialist to monitor and evaluate customer interactions across multiple channels. The role involves coaching, process improvement, and ensuring compliance with standards and regulations.

The ideal candidate has 2 years’ experience in speech/text analytics, a 4-year degree (or equivalent), and knowledge of HIPAA and information security practices. This on-site role is based in Quezon City, Bridgetowne area.

Qualifications

• 4-year college degree or equivalent experience.
• 2 years’ experience in running speech/text analytics solutions.
• Familiarity with HIPAA and information security principles.

Responsibilities

• Monitor all customer contact points (web, voice, e-mail, mail) objectively.
• Provide quantifiable data to quality judgments and CSAT.
• Act as auditor/regulator of quality issues with Operations.
• Evaluate surveyed calls, including detractor/passive ratings.
• Encode evaluations in a central repository and summarize results.
• Provide actionable insights to Operations from call analyses.
• Identify contact reasons and pain points from customers.
• Design reports to reveal patterns in Quality and CSAT issues.
• Provide coaching tips to Operations on product knowledge and soft skills.
• Conduct calibration sessions with client and Operations.

Skills

Speech analytics

Text analytics

HIPAA compliance

Information security

Education

4-year college degree

Call center experience

Tools

Analytics platform

Quality monitoring tools

Job description

Sagility Philippines B.V Branch is hiring a Reports Specialist to monitor and evaluate customer interactions across multiple channels. The role involves coaching, process improvement, and ensuring compliance with standards and regulations.

The ideal candidate has 2 years’ experience in speech/text analytics, a 4-year degree (or equivalent), and knowledge of HIPAA and information security practices. This on-site role is based in Quezon City, Bridgetowne area.