Reports Specialist

Sagility Philippines B.V Branch; Quezon City; On-site; PHP 300,000 - 480,000; Full time

Job summary

Sagility Philippines B.V Branch is hiring a Reports Specialist to monitor and evaluate customer interactions across multiple channels. The role involves coaching, process improvement, and ensuring compliance with standards and regulations.

The ideal candidate has 2 years’ experience in speech/text analytics, a 4-year degree (or equivalent), and knowledge of HIPAA and information security practices. This on-site role is based in Quezon City, Bridgetowne area.

Qualifications

• 4-year college degree or equivalent experience.
• 2 years’ experience in running speech/text analytics solutions.
• Familiarity with HIPAA and information security principles.

Responsibilities

• Monitor all customer contact points (web, voice, e-mail, mail) objectively.
• Provide quantifiable data to quality judgments and CSAT.
• Act as auditor/regulator of quality issues with Operations.
• Evaluate surveyed calls, including detractor/passive ratings.
• Encode evaluations in a central repository and summarize results.
• Provide actionable insights to Operations from call analyses.
• Identify contact reasons and pain points from customers.
• Design reports to reveal patterns in Quality and CSAT issues.
• Provide coaching tips to Operations on product knowledge and soft skills.
• Conduct calibration sessions with client and Operations.

Skills

Speech analytics

Text analytics

HIPAA compliance

Information security

Education

4-year college degree

Call center experience

Tools

Analytics platform

Quality monitoring tools

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.

The purpose of this role is to monitor and evaluate customer interactions across multiple channels, providing actionable insights to improve quality, CSAT, and operational performance. The role also involves coaching, process improvement, and ensuring compliance with relevant standards and regulations.

Job title: Reports Specialist

Education

Preferably any 4-yr College Degree and/or equivalent experience, 1-2 years call center experience and call monitoring.

Experience

Candidate must possess 2 years’ experience in running Speech and Text analytics solution of any proprietary solution provider in this space.

Mandatory Skills

Able to establish, implement and continuously improve the quality information security policies assigned to him / her. Able to establish structures and procedures to protect classified information Able to report information security related incidents without any delay to the proper authorities. Able to participate during training, orientation and awareness programs pertaining to QISMS & HIPAA

Roles & responsibilities

• Responsible for monitoring in an objective fashion of all customer contact points. (Web, voice, e-mail, white mail)
• Provides quantifiable data to all quality judgments that are made.
• Works with Operations as an auditor as well as regulator of quality issues.
• Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
• Evaluates surveyed calls based on customer survey verbatim and through call listening
• Encodes evaluations in a central repository and summarizes/analyses results
• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
• Identify customer’s contact reasons and pain points/sentiments
• Identify all controllable (people) and non-controllable (process & systems) opportunities
• Call out any mismatch between survey verbatim and call listening
• Responsible for reporting all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
• Provides coaching tips and materials to Operations to enhance product knowledge, system navigation and soft skills.
• Works with Operations to develop incentive programs designed to improve center quality
• Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
• Conducts Calibration Sessions with the client and with Operations
• Conducts product specific coaching sessions with the agents regarding trends and quality
• Handles incoming calls and/or escalated calls and meets telephone productivity standards
• Provides updated, accurate and timely reports as required to the Quality Lead/Manager
• Follows other tasks and/or offline tasks assigned by the Quality Lead/Manager

Process Improvement

• Offers suggestion for continuous improvement of process and systems.

Others

• Actively assist in maintaining operational excellence on critical metrics such as service levels. (Render phone time as required/scheduled and when needed to help with Operations’ service levels, call volume, etc).

General Safety and Security

• Protects the organization’s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization’s business functions
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA) – For Healthcare Accounts

Location: Quezon City, Bridgetowne ZetaPhilippines

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.

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