Remote Quality Analyst - Call Center & Claims Coaching

Sagility; United States; Remote; USD 42,000 - 60,000; Full time

Job summary

Sagility is seeking a Quality Analyst to remotely monitor customer service quality for inbound calls, ensuring accurate CRS coding and thorough documentation. The role emphasizes coaching CSRs based on call quality and delivering reliable feedback.

The candidate should have 1–2 years in a call center, experience with claims processes, and strong communication and typing skills. This is a remote, Work@Home USA position with standard QA responsibilities.

Qualifications

• Must have coaching skills to guide CSRs on call quality.
• Typing speed is required for accurate documentation.
• Excellent written and verbal communication skills are essential.
• Strong time management to handle monitoring duties and reports.
• Strong keyboarding and computer skills including Word/Excel.
• Must be detail oriented with good observation skills.

Responsibilities

• Remotely monitors customer service skills of all CSRs for call quality and documentation in CRS.
• Completes established monitoring objectives per SOPs.
• Provides written and oral feedback to CSRs on calls monitored.
• Completes daily statistical reports and spreadsheets per standard procedure.
• Prepares Quality Control Reports and corrects CRS errors as needed.
• Attends weekly/monthly department meetings to calibrate measurements.
• Notifies management of serious infractions in call quality.
• Follows client SOPs and related guidance documents.
• May include taking supervisory calls and handling escalations.
• Ensures daily/weekly/monthly audit targets are met.

Skills

Coaching skills

Typing speed

Written and verbal communication

Time management

Keyboarding/computer skills

Attention to detail

Education

High School Graduate

Tools

Microsoft Word

Microsoft Excel

Job description

Sagility is seeking a Quality Analyst to remotely monitor customer service quality for inbound calls, ensuring accurate CRS coding and thorough documentation. The role emphasizes coaching CSRs based on call quality and delivering reliable feedback.

The candidate should have 1–2 years in a call center, experience with claims processes, and strong communication and typing skills. This is a remote, Work@Home USA position with standard QA responsibilities.