Quality Analyst Triwest

Sagility India Private Ltd; El Paso (TX); Remote; USD 55,000 - 75,000; Full time

Job summary

Sagility is seeking a Quality Analyst Triwest to remotely monitor customer service performance, ensure accurate coding in CRS, and provide actionable feedback to CSRs. You will contribute to daily quality metrics and help maintain consistent call handling and documentation across the team.

This role is work-from-home in the United States, requiring 1–2 years in a call center and familiarity with claims processes, with a focus on coaching, accuracy, and timely reporting.

Qualifications

• High School Diploma is required.
• 1–2 years of experience in a call center handling inbound calls.
• Experience in Claims process in back office is a plus.

Responsibilities

• Remotely monitors customer service skills of all representatives to ensure quality of call handling and documentation.
• Completes established monitoring objectives per SOPs.
• Provides written and oral feedback to CSRs on monitored calls.
• Completes daily statistical reports and spreadsheets according to standard procedure.
• Completes Quality Control Reports daily and documents the contact.
• Attends weekly/monthly department meetings to calibrate monitoring measurements.

Skills

Coaching skills

Typing speed

Communication skills

Time management

MS Word

MS Excel

Attention to detail

Education

High School Diploma

Job description

Job title

Quality Analyst Triwest

About Sagility

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 promote excellent call quality, contact handling and documentation by providing an additional consistent monitoring measurement.

Job title

Quality Analyst Triwest

Job Description

Education

High School Graduate is required

Experience

Min 1-2 years of experience in a call center managing the inbound calls (same experience needed in Claims process in case of back office)

Mandatory Skills

• Must be good in coaching skills (for coaching the CSR based on their call quality)
• Must be proficient in typing speed
• Excellent written and verbal communication skills
• Excellent time management skills
• Strong keyboarding/computer skills, including Microsoft Word and Excel
• Must be detail oriented with good observation skills.

Roles & Responsibilities

• Remotely monitors customer service skills of all customer service representatives to ensure quality of call handling, accurate coding in CRS and making appropriate documentation.
• Completes established monitoring objectives in accordance with applicable SOP's.
• Provides written and oral feedback to the CSR on all calls monitored.
• Completes daily statistical reports and spreadsheets according to standard procedure.
• Completes Quality Control Reports as assigned on a daily basis, makes corrections to CRS when errors exist and documents the contact.
• Attends weekly and monthly department meetings to calibrate monitoring measurements.
• Notifies management immediately of serious infractions in a Customer Service Representative's call quality.
• Follows all client SOP's and applicable work related guidance documents.
• Responsibilities may include taking Supervisory calls and escalations.
• Ensure daily / weekly / monthly audit targets are met.
• Ensure audits are completed as per client requirements and ATA is maintained.
• Ensure to take calls whenever needed as specified by the manager.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Location

Work@Home USAUnited States of America