Quality Review & Audit Analyst

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 420,000 - 600,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Quality Review & Audit Analyst in Quezon City to join our quality team. You will review calls, emails, and chats for accuracy, analyze trends, and help develop audit guidelines.

Strong communication and data interpretation skills are essential as you collaborate with leadership and clients to elevate service quality. Ideal candidates have 2+ years in customer service, experience with data analysis, and proficiency in Microsoft Office.

Qualifications

• High School Diploma or G.E.D. required.
• 2+ years of customer service experience.
• Working knowledge of Microsoft Office.

Responsibilities

• Review calls, emails, and chats for accuracy and identify opportunities.
• Analyze trends from call listening sessions.
• Identify and recommend improvements in processing and procedures and assist in the development of audit guidelines.
• Act as a subject matter expert and a resource for team members.
• Actively engage in quality initiatives to address error trends and process improvement.
• Facilitate national and site level calibrations and client calibrations.
• Use various tools and information sources to create analyses identifying customer service deficiencies.
• Champion remediation or proactive initiatives to improve quality.

Skills

Organizational skills

Written & verbal communication

Interpersonal skills

Professionalism

Data analysis

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

Job title

Quality Review & Audit Analyst

Job Description

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.

As a Quality Review and Audit Analyst you will work with varied members of leadership and clients and will serve as the point of contact for all quality related concerns. You will utilize your technical expertise to identify opportunities to streamline processes and/or adherence to SOPs or processes. The role will require strong analytical and facilitation skills for presentation purposes. Excellent communication skills and the ability to influence are key.

Education

High School Diploma or G.E.D. required

Experience

• 2+ years’ customer service experience required
• Previous experience with high quality performance and review parameter
• Working knowledge of Microsoft Office applications

Mandatory Skills

• Excellent organizational and planning skills
• Excellent written and oral communication skills
• Excellent interpersonal skills and professionalism

Preferred Skills

• Experience analyzing and interpreting data and recommending solutions
• Strong analytical and organizational skills
• Detail oriented
• Ability to manage multiple priorities and deadlines
• Excellent communication skills, both written and verbal
• Ability to function in a production environment while maintaining high quality results
• Ability to make sound, independent judgments and decisions
• Ability to influence others through the use of data

Roles & responsibilities

• Review calls, emails, and chats for accuracy and identify opportunities
• Analyze trends from call listening sessions
• Identify and recommend improvements in processing and procedures and assist in the development of audit guidelines
• Act as a subject matter expert and a resource for team members
• Actively engage in quality initiatives to address error trends and process improvement
• Facilitate national and site level calibrations and client calibrations
• Use various tools, methods and information sources to create analyses that identify any customer service deficiencies
• Utilize the results of the above analyses to champion and coordinate remediation or proactive initiatives to improve quality
• Serve as SME for technical questions and works to ensure standards are being met
• Represent the team in internal and external audits
• Drive the success of quality performance by identifying key opportunities to improve process flows and recognizing potential knowledge gaps at the individual/site level
• Assess problems with client or systemic processes to mitigate any impact to our members
• Observe Supervisors’ scoring and provide findings to ensure scoring consistency
• Conduct test calls, focus groups, and targeted audits or call monitors as necessary to identify trends and opportunities for quality improvements in a complete, accurate, and timely manner

Location

Quezon City, Bridgetowne GBF Center 1, Philippines

Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries. Already keen? Discover your next role with Sagility, a great place to work.