Jobs at Sagility

Supports healthcare recruiting through targeted sourcing, job fair coordination, applicant tracking, venue identification, community and school partnerships, vendor management, event logistics, cost monitoring, and collaboration with recruitment teams and account stakeholders. The role serves as a sourcing point of contact for healthcare and specific account verticals while helping improve HR processes, communication, workforce planning, and candidate pipelines.

Monitors customer interactions across web, voice, email, and written channels to evaluate quality and CSAT performance. Analyzes survey feedback, call recordings, contact reasons, sentiment, and operational trends; identifies process and coaching opportunities; prepares reports; conducts calibration and coaching sessions; and recommends continuous improvements. The role also supports compliance with QISMS, HIPAA, information security, and quality standards.

Monitors customer interactions across web, voice, email, and written channels to evaluate quality, CSAT, compliance, and operational performance. Analyzes survey feedback, call recordings, sentiment, contact reasons, and process issues; prepares reports and actionable insights; conducts calibration and coaching sessions; supports training and incentive programs; and recommends continuous process and systems improvements while maintaining HIPAA and information security compliance.

Coordinates recruitment sourcing and hiring activities across multiple accounts, including job fairs, partnerships, applicant tracking, screening, onboarding, medical clearances, contract signing, and recruitment reporting. Leads recruitment support staff, manages hiring logistics and costs, maintains candidate and HR records, coordinates with hiring managers and clinics, and ensures timely communication throughout the recruitment process.

Provides remote IT technical support for U.S. and Philippines locations. Maintains a productive end-user technology environment by troubleshooting and ensuring the functionality of computers, printers, IP phones, and associated software assets.

Oversee desktop and IT support operations, including network troubleshooting, systems administration, incident and problem management, security checks, audits, and root cause analysis. Develop IT policies, training programs, and operational reports; manage system updates, upgrades, migrations, outages, vendors, and clients. Provide direction and development opportunities for IT team members while maintaining service and satisfaction targets.

Reviews calls, emails, and chats for accuracy and compliance; analyzes quality trends, identifies process deficiencies, and recommends improvements. Conducts audits, test calls, focus groups, calibrations, and monitoring activities. Serves as a quality subject matter expert, supports internal and client audits, ensures scoring consistency, and coordinates remediation initiatives to improve service quality and process performance.

Reviews calls, emails, and chats for accuracy; identifies quality trends, process gaps, and customer service deficiencies; recommends improvements; supports audits and calibrations; conducts targeted audits and test calls; serves as a subject matter expert; analyzes data to drive remediation, process improvements, and scoring consistency across teams and sites.

Entry-level management trainee role focused on analyzing business processes, identifying efficiency improvements, gathering data, creating reports and recommendations, documenting workflows, and supporting transformation projects. The trainee will collaborate across teams, assist with project planning and change initiatives, and gain exposure to business strategy, operations, analytics, and senior leadership.

Leads an operations enablement team supporting training, quality review, onboarding, and operational excellence. Oversees calibration, reviewer coaching, quality evaluations, reporting, workflow prioritization, and compliance across contact center channels. Partners with operations and cross-functional stakeholders to identify performance gaps, improve customer experience, implement process and training enhancements, and maintain proficiency in relevant systems, policies, and procedures.

Design, develop, implement, and maintain new hire and ongoing training for contact center roles. Create engaging eLearning, instructor-led, and microlearning content using authoring tools, measure learning effectiveness, mentor others, partner with operations and SMEs, and lead curriculum projects using Agile practices to keep materials current and aligned to business needs.

Design, develop, implement, and maintain new-hire and ongoing contact center learning content using instructional design methodologies and authoring tools; measure training effectiveness; lead projects, mentor peers, partner with SMEs and operations, and pilot emerging learning technologies to improve learner engagement and performance.

Design, develop, implement and maintain new-hire and ongoing training curriculum for contact center roles using instructor-led, virtual, and eLearning formats. Create engaging micro-learning, role-plays, evaluations, and measure training effectiveness. Partner with operations and SMEs, lead projects, mentor peers, and pilot emerging learning technologies to improve learner engagement and training impact.

Manages quality performance, customer interaction monitoring, audits, compliance, coaching, and continuous improvement. The role oversees quality systems, client SLAs, investigations, corrective action plans, Lean Six Sigma projects, change controls, SOP and ISO training, document control, HIPAA compliance, and team development.

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.

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.

Manages business excellence, quality assurance, client performance, audits, compliance, training, and continuous improvement. Leads Lean Six Sigma and Kaizen initiatives, investigates quality issues, manages change controls and controlled documentation, develops employees through coaching, and ensures compliance with QISMS, HIPAA, ISO, SOP, and regulatory requirements. Acts as a quality liaison with clients and business partners while driving process maturity and operational performance.

Support organizational effectiveness by assessing and optimizing cross-functional processes, mapping workflows, designing operating models, and creating governance, SOPs, and handbooks. Perform data-driven analysis and root-cause investigations, prepare executive reports and business cases, participate in transformation projects, support change management, and collaborate with stakeholders to implement scalable improvements.

Monitors voice and non-voice customer transactions, evaluates surveyed interactions, identifies customer pain points, and records quality assessments. Analyzes CSAT and quality trends, conducts calibration sessions with clients and operations, develops reports, and provides actionable insights to improve training, operations, and team performance. Ensures adherence to service quality plans, identifies quality issues, and reports nonconforming behaviors to quality and account leadership.

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