Quality & CSAT Insights Analyst

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 260,000 - 380,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Business Excellence Analyst to monitor and evaluate customer interactions across multiple channels, providing actionable insights to enhance quality, CSAT and operational performance. You will coach, drive process improvements, and ensure HIPAA-compliant practices under QISMS guidelines.

Location is in Quezon City, with responsibilities including performance auditing, reporting, and collaborating with Operations to improve center quality and

Qualifications

• 4-year college degree or equivalent experience
• 1-2 years call center experience and call monitoring
• Experience with speech/text analytics solutions preferred

Responsibilities

• Monitor customer interactions across channels and provide actionable insights to improve quality and CSAT.
• Coach and train Operations to enhance product knowledge, system navigation and soft skills.
• Develop reports to establish patterns and trends in Quality and CSAT issues.
• Conduct calibration sessions with client and Operations to align on scoring.
• Identify call drivers and pain points and provide recommendations to improve service levels.

Skills

Information security

HIPAA

QISMS

Quality reporting

Quality auditing

Coaching

Process improvement

Call monitoring

Education

Bachelor’s degree

Tools

Speech analytics

Text analytics

Job description

Sagility Philippines B.V Branch is seeking a Business Excellence Analyst to monitor and evaluate customer interactions across multiple channels, providing actionable insights to enhance quality, CSAT and operational performance. You will coach, drive process improvements, and ensure HIPAA-compliant practices under QISMS guidelines.

Location is in Quezon City, with responsibilities including performance auditing, reporting, and collaborating with Operations to improve center quality and