Careers At Sagility

Quality Analyst

Job Code : REQ-013528
Iloilo City Partially Remote/Hybrid
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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.

You will be part of Business Excellence team. A normal day at work involves on evaluating agents calls, analyzing data and collaborating with Training and Operations to provide trend reports to address issues that need refresher training, and conducts Calibration Sessions with the Client and with Operations.

Job title:

Quality Analyst

Job Description:

DUTIES & RESPONSIBILITIES:

Call/Transaction Monitoring:

  • Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, e-mail, white mail)
  • Encodes evaluations in a central repository and summarizes/analyses results
  • Identify customer?s contact reasons and pain points/sentiments
  • Works with Operations as an auditor as well as regulator of quality issues.

Customer Experience:

  • 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
  • Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
  • Call out any mismatch between survey verbatim and call listening

Calibration:

  • Conducts Calibration Sessions with the Client and with Operations

Reporting:

  • Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
  • Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
  • Provides updated, accurate and timely reports as required to the Quality Lead/Manager
  • Reports all behavior that does not conform to the Quality and CSAT standards set by the company and the account management

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.

COMPETENCY REQUIREMENTS:

  • Highly-focused, detail-oriented, and client-centric mindset
  • Capable of setting and meeting deadlines
  • Ability to manage time effectively
  • Excellent communication skills
  • Proven problem-solving skills
  • Ability to work well in both independent and highly collaborative settings
  • Ability to excel in fast-paced work environment
  • High degree of proficiency in relevant computer skills (MS Office)

OTHER REQUIREMENTS:

Reports to:

  • Quality Lead

Education and/or Experience:

  • Two years of College Education
  • Minimum 6 months call center experience in supported account

Location:

Iloilo, Ayala Technohub BuildingPhilippines
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