Quality & Information Security Excellence Analyst

SAGILITY PHILIPPINES B.V. BRANCH OFFICE; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking a QA/Quality Assurance Specialist with 0-1 years in speech and text analytics environments.

The role focuses on monitoring customer contact channels, evaluating surveys, and producing actionable insights to improve CSAT and service levels. The ideal candidate will implement and improve information security policies, participate in QISMS & HIPAA training, and help design reports that identify trends and opportunities for Operations.

Qualifications

• Preferably a 4-year college degree or equivalent experience.
• 1-2 years call center experience and call monitoring.
• Experience establishing and improving information security policies.
• Familiar with QISMS and HIPAA training and awareness.

Responsibilities

• Monitor customer contact points (Web, voice, e-mail, white mail) objectively.
• Provide data to quality judgments and report incidents promptly.
• Audit and regulate quality issues with Operations.
• Evaluate customer surveys and calls for CSAT trends.
• Encode evaluations and summarize results in a central repository.
• Provide actionable insights to Operations from surveyed calls.
• Identify contact reasons and pain points, and opportunities.
• Create reports to reveal patterns in Quality and CSAT issues.
• Coach Operations with tips and materials for product knowledge and soft skills.
• Collaborate with Training and Operations for trend reports and refresher training.

Skills

InfoSec policy

Data protection

Incident reporting

QISMS HIPAA training

Education

4-year degree or equivalent

Job description

SAGILITY PHILIPPINES B.V. BRANCH OFFICE is seeking a QA/Quality Assurance Specialist with 0-1 years in speech and text analytics environments.

The role focuses on monitoring customer contact channels, evaluating surveys, and producing actionable insights to improve CSAT and service levels. The ideal candidate will implement and improve information security policies, participate in QISMS & HIPAA training, and help design reports that identify trends and opportunities for Operations.