Quality Review & Audit Analyst

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 357,000 - 580,000; Full time

Job summary

Sagility Philippines B.V Branch is seeking a Quality Review & Audit Analyst to ensure accuracy across calls, emails, and chats. The role involves analyzing trends, recommending improvements, and supporting audit guidelines while serving as a SME for the team.

The ideal candidate has 2+ years in customer service, strong communication, and data interpretation skills, with experience in a production environment to maintain high-quality results.

Qualifications

• 2+ years of customer service experience.
• Experience with high quality performance and review parameters.
• Strong ability to analyze data and present findings.

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 developing audit guidelines.
• Act as a subject matter expert and a resource for team members.
• Engage in quality initiatives to address error trends and improve processes.

Skills

Organizational skills

Written communication

Interpersonal skills

Time management

Analytical thinking

Education

High School Diploma or GED

Six-Sigma Green Belt training

Tools

Microsoft Office

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.

Job Title

Quality Review & Audit Analyst

Education

• High School Diploma or G.E.D. required
• Six-Sigma green belt training helpful

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 preferred
• 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
• Experience analyzing and interpreting data and recommending solutions
• Strong analytical and organizational skills preferred
• 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 qualityServe 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.