Quality & CSAT Reporting & Analytics Specialist

Sagility; Philippines; Hybrid; PHP 360,000 - 600,000; Full time

Job summary

Sagility in the Philippines is seeking a Reports Specialist to monitor and evaluate customer interactions across multiple channels, delivering actionable insights to improve quality and CSAT. The role includes coaching, process improvement, and ensuring compliance with HIPAA and information security standards in a hybrid Quezon City setting.

Responsibilities include auditing calls, preparing trend reports, and providing coaching to Operations to raise performance and customer satisfaction, with

Qualifications

• Preferably 4-year college degree and/or equivalent experience.
• 2 years’ experience in running speech and text analytics.
• Experience in monitoring customer interactions across multiple channels.

Responsibilities

• Monitor and evaluate customer interactions across multiple channels (web, voice, email).
• Provide quantifiable data to quality judgments and trends.
• Lead calibration sessions with client and Operations.
• Provide coaching tips and materials to Operations to improve product knowledge and soft skills.
• Design and implement reports to identify patterns in Quality and CSAT.

Skills

Quality Assurance

HIPAA Knowledge

Call Monitoring

QA Auditing

Data Analysis

Education

Bachelor's / 4-year degree

Job description

Sagility in the Philippines is seeking a Reports Specialist to monitor and evaluate customer interactions across multiple channels, delivering actionable insights to improve quality and CSAT. The role includes coaching, process improvement, and ensuring compliance with HIPAA and information security standards in a hybrid Quezon City setting.

Responsibilities include auditing calls, preparing trend reports, and providing coaching to Operations to raise performance and customer satisfaction, with