Teams at Sagility

Leads strategic learning and talent development initiatives aligned with business goals. Oversees instructional design, e-learning, blended programs, LMS administration, stakeholder collaboration, training budgets, and performance reporting. Uses learner feedback, KPIs, and data-driven insights to improve training effectiveness. Drives adoption of emerging learning technologies, manages multiple training initiatives, and leads continuous improvement to ensure scalable, high-quality learning delivery.

Monitors customer interactions across web, voice, email, and written channels; evaluates quality and CSAT; analyzes survey and call data; identifies customer pain points and process opportunities; produces trend reports; provides actionable insights, coaching, and training support; conducts calibration sessions; supports process improvement, compliance, information security, and operational service levels.

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.