Jobs at Sagility

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.

Monitors voice and non-voice customer transactions, evaluates quality and customer satisfaction, identifies customer pain points, and documents findings. Conducts calibration sessions with clients and operations, analyzes survey and call-monitoring results, and develops reports showing quality and CSAT trends. Partners with Operations and Training to recommend corrective actions, address quality issues, support refresher training, and ensure adherence to service quality standards.

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.

Monitors and evaluates customer interactions across voice, web, email, and written channels to identify quality, CSAT, compliance, and process-improvement opportunities. Analyzes survey feedback, call recordings, sentiments, contact reasons, and performance trends; produces actionable reports; conducts calibration and coaching sessions; supports training and incentive initiatives; and ensures adherence to QISMS, HIPAA, and information-security requirements.

Monitors voice and non-voice customer transactions, evaluates quality and CSAT performance, identifies customer pain points, conducts calibration sessions, and provides actionable insights to Operations and Training. The role analyzes trends, prepares timely quality reports, identifies policy or standards violations, and supports corrective actions, refresher training, and performance improvement across healthcare customer service operations.

Create, publish, improve, and govern knowledge articles for healthcare service operations. The role applies knowledge management and technical writing practices, including KCS, metadata, tagging, lifecycle management, content analytics, and AI-optimized knowledge assets. It partners with business stakeholders, subject matter experts, and instructional designers to capture and structure reusable content, prioritize requests, support projects, and improve content findability and service experiences.

Ensure clinical quality and regulatory compliance for a Specialty Pharmacy Clinical Program by auditing telephonic interactions and documentation, identifying gaps, reporting trends, supporting calibration/IRR, and partnering with Operations, Training, and Clinical Leadership to drive continuous improvement.

Evaluate telephonic clinical interactions and documentation for a Specialty Pharmacy program. Perform audits, encode findings, analyze trends, support calibration and IRR, partner with operations and training to improve compliance, education, and patient experience, and prepare quality reports.

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.

Oversee training delivery across multiple sites and accounts, including curriculum updates, trainer certification, resource coordination, coaching, and training effectiveness reporting. Develop training materials, analyze learning needs, facilitate governance, support leadership development, and manage individual development plans. The role also requires compliance with information security, HIPAA, and HITECH requirements, with possible evening, weekend, holiday, overtime, and work-from-home arrangements.

Oversees training delivery, curriculum updates, trainer certification, learning materials, training effectiveness reporting, and development programs across multiple sites and accounts. Coordinates with Operations, Workforce, Business Excellence, and clients to identify training needs, improve performance, coach line trainers, and implement individual development plans. Requires compliance with information security, HIPAA, and HITECH requirements, with possible evening, weekend, holiday, overtime, and hybrid work.

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.