Quality Analyst

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.This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit’s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience.

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

REQ-012575