Jobs at Sagility

Temporary Clinical Quality Analyst responsible for monitoring voice and non-voice transactions, evaluating customer surveys, conducting calibration sessions, analyzing quality and CSAT trends, and producing timely reports. The role identifies customer pain points, audits operational quality, provides actionable insights, reports compliance issues, and collaborates with Operations and Training to improve performance and customer experience.

Monitors customer interactions across web, voice, email, and written channels to evaluate quality, CSAT, compliance, and operational performance. Analyzes surveys, call recordings, sentiment, contact reasons, and process issues; produces reports and actionable insights; conducts calibration and coaching sessions; supports training, incentive programs, and continuous process improvement. Maintains QISMS and HIPAA compliance, protects sensitive information, and assists operations with service levels and escalated calls.

Design, develop, implement, and evaluate new-hire and ongoing contact center training using instructor-led, virtual, and eLearning formats. Maintain curriculum, create micro-learning and role-play scenarios, measure training effectiveness, mentor other instructional designers, and partner with operations, quality, and SMEs to align learning with business needs and Agile-driven changes.

Lead analysis and hypothesis-driven testing to improve GenAI accuracy and knowledge quality. Govern KnowledgeXchange workflows, review and optimize knowledge articles, partner with technology teams to validate platform changes, and translate diagnostic insights into actionable KM and technology strategies. Maintain QA, content standards, and feedback loops to improve AI responses and user behavior.

Lead creation, improvement, and governance of knowledge articles for service and coverage review operations. Capture, structure, tag, and publish content in enterprise KM platforms; apply KCS and technical writing practices; monitor usage and lifecycle; prioritize requests and manage cross-functional partnerships with SMEs, instructional designers, and business stakeholders to meet service targets.

Supports healthcare operations hiring through targeted sourcing, job fairs, school and government partnerships, applicant tracking, recruiter coordination, vendor management, workforce planning, and recruitment event logistics. The role serves as a sourcing point of contact for healthcare accounts, monitors recruitment costs and applicant progress, identifies high-traffic candidate venues, and leads promotional recruitment teams.

Leads cross-functional operational effectiveness and business process improvement initiatives to improve productivity, quality, compliance, cost, and scalability. Analyzes processes and performance data, identifies risks and opportunities, designs future-state operating models, supports transformation and change management, evaluates automation opportunities, and advises stakeholders. Facilitates workshops, influences organizational leaders, and mentors junior analysts while driving continuous improvement and quality standardization.

Analyzes business processes and complex datasets, gathers and documents requirements, develops Power BI dashboards, validates data, identifies root causes, and translates insights into technology and process improvements. Partners with business, technology, leadership, and vendors throughout solution delivery, UAT, deployment, and post-production support while tracking risks, dependencies, defects, and deliverables.

Design, develop, implement, and maintain new-hire and ongoing contact center training using instructor-led, virtual, and eLearning approaches. Create evaluations, micro-learning, role-play scenarios, and measure program effectiveness. Partner with operations, SMEs, and leadership, mentor others, and apply emerging learning technologies to improve engagement and efficiency.

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.

Monitors voice and non-voice customer transactions, evaluates surveyed calls, identifies customer pain points, conducts calibration sessions, and reports quality and CSAT trends. The role encodes evaluations, provides actionable insights to Operations and Training, identifies compliance issues, and supports quality improvement and team performance. It requires an active PHRN license, call center experience, strong analytical and communication skills, and willingness to work in Iloilo or Manila.

The Operations Director manages business culture and operations, focusing on performance, facility management, and continuous improvement in a high-volume call center environment.

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.

Manage the development and delivery of learning programs, including instructional design, e-learning, blended learning, and LMS administration. Collaborate with stakeholders and subject matter experts, oversee training quality and implementation, monitor learner outcomes and KPIs, manage budgets and resources, and report training ROI. The role also evaluates emerging learning technologies and drives continuous improvement aligned with organizational goals.

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 end-to-end training delivery across multiple sites and client accounts. Responsibilities include assessing training needs, developing curricula and materials, coordinating resources, certifying and coaching trainers, evaluating training effectiveness, facilitating governance, maintaining training libraries, and implementing leadership and individual development plans. The role partners with Operations, Workforce, Business Excellence, and clients while maintaining information security and regulatory compliance.

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.

Analyze performance data and identify trends; create and maintain process documentation (VSM, Decision Trees, FMEA); support improvement initiatives, conduct skills checks, provide product expertise, resolve issues, and coordinate process clarifications. Uses MS Excel, Word, PowerPoint, and Visio.