Jobs at Sagility

Monitor and evaluate customer interactions across web, voice, email and mail; run speech and text analytics; encode and analyze evaluations; produce reports and actionable insights to improve quality, CSAT and operations; coach agents, conduct calibrations, support training and ensure QISMS and HIPAA compliance.

Manage design and delivery of learning programs: oversee instructional design, LMS administration, stakeholder collaboration, training implementation, budget and resource management, measure training effectiveness using KPIs, and drive continuous improvement using emerging learning technologies.

The Resource Planning Analyst analyzes operational data, generates schedules using WFM software, and collaborates to improve scheduling processes. Key responsibilities include data analysis, reporting, and maintaining scheduling efficiency.

The Associate Quality Manager ensures compliance with quality frameworks, manages performance objectives, leads audits, and drives process improvements, while also handling team training and communications with stakeholders.

The Senior Operations Manager oversees daily performance metrics, manages operational compliance, ensures team productivity, interfaces with clients, and leads staff development initiatives to enhance performance within the Contact Center.

Audit and review customer calls, emails, and chats for accuracy and quality; identify trends and root causes; recommend process improvements; develop audit guidelines; act as SME; facilitate calibrations; analyze data and coordinate remediation; represent team in audits; conduct test calls and targeted audits to improve quality.

Evaluate and audit customer interactions (calls, emails, chats) for quality and compliance, analyze trends, recommend process improvements, serve as SME, support calibrations and audits, and drive remediation initiatives to improve service quality.

Conduct quality audits of calls, emails, and chats to identify trends and process gaps; develop audit guidelines; act as SME; lead calibrations; analyze data to recommend remediation and quality improvements; represent team in audits and drive consistency in scoring and performance.

Evaluate calls, emails, and chats for quality and compliance; identify trends and process improvements; develop audit guidelines; act as SME; lead calibrations and audits; drive remediation and quality initiatives.

Review calls, emails, and chats for accuracy; analyze trends and identify quality issues; develop audit guidelines; facilitate calibrations; act as SME; recommend process improvements; support remediation and represent the team in audits.

Review calls, emails, and chats to ensure accuracy and identify trends; develop audit guidelines; act as SME; facilitate calibrations and client audits; analyze data to recommend process improvements; coordinate remediation initiatives; conduct test calls and targeted audits to improve quality and consistency.

Manage day-to-day call center operations for assigned healthcare member services accounts. Monitor performance metrics, lead and develop shift managers, implement process improvements, handle escalations, produce reports, ensure compliance with HIPAA/HITECH/URAC, and support contingency and disaster recovery planning to meet client satisfaction and profitability goals.

The Senior Manager - RTA is responsible for building forecasting and workforce models, managing capacity planning, developing strategies, and generating workforce reports for real-time monitoring and adherence management.

The Knowledge Performance Sr. Analyst leads strategic data research to improve AI accuracy and knowledge quality, optimizes technology platforms, and ensures knowledge management standards are adhered to while analyzing and enhancing user behaviors.

The Operations Enablement Manager will manage a team, lead coaching forums, adapt training models, develop solutions, and communicate with leadership.

Responsible for designing, developing, and implementing training content for new hires and ongoing learning programs in a service center environment, using instructional design methodologies and tools.

Monitor and maintain Verint WFM and Intradiem systems, troubleshoot incidents, assist in system checks, and collaborate with IT and vendors for timely issue resolution.

The Knowledge Author Lead develops and maintains knowledge articles, ensuring quality and accessibility while engaging with business partners to understand content needs and improve service delivery.

The Quality Review & Audit Analyst reviews calls, emails, and chats for quality accuracy, engages in quality initiatives, and identifies improvements in customer service processes.

The Senior Manager - Business Excellence monitors customer interactions, improves quality and performance, manages audits, ensures compliance, and drives process improvement in healthcare services.