Remote Quality Analyst – Call Center QA & Coaching

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

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.