Sagility combines industry-leading technology and transformation-driven BPM services with decades of healthcare domain expertise to help clients draw closer to their members. The company optimizes the entire member/patient experience through service offerings for clinical, case management, member engagement, provider solutions, payment integrity, claims cost containment, and analytics. Sagility has more than 25,000 employees across 5 countries.
Job title:
Job Description:
Job Description:
The Quality Manager for an International Voice Contact Center is responsible for overseeing and ensuring the highest level of customer service quality in interactions. This role involves leading a team of quality analysts, conducting audits, providing feedback, and driving continuous improvement initiatives to enhance the customer experience and operational efficiency. Expertise in Six Sigma or similar quality methodologies, and a strong focus on continuous improvement, operational excellence, and stakeholder engagement.
Key Responsibilities:
Lead and manage the Quality Assurance (QA) function for inbound voice processes.
Build, mentor, and lead a high-performing team of QA analysts and specialists.
Develop and maintain QA frameworks, scorecards, audit tools, and feedback systems.
Monitor and manage key inbound contact center metrics, including: First Call Resolution (FCR), Average Handle Time (AHT), Customer Satisfaction(CSAT), Net Promoter Score (NPS), Call Quality Scores, Call Abandonment Rate, Accuracy & Compliance Scores
Analyze audit results to identify performance trends and process gaps.
Implement Root Cause Analysis (RCA) and lead Corrective & Preventive Action (CAPA) initiatives.
Apply Six Sigma tools and methodologies (DMAIC, SIPOC, Pareto, Fishbone, etc.) to streamline QA processes and reduce variation.
Drive continuous improvement projects focused on enhancing agent performance, customer experience, and operational efficiency.
Conduct regular calibration sessions to ensure consistency in evaluations across teams.
Manage stakeholder relationships across Operations, Training, Workforce Management, and Client Teams to align on quality goals and process improvements.
Build and maintain QA dashboards and analytics reports for internal leadership and client presentations.
Ensure adherence to all regulatory guidelines, quality standards, and customer expectations, especially for US-based processes.
Required Qualifications:
Bachelor’s degree in any discipline
8–10 years of experience in QA for contact centers, with at least 3 years in a leadership or managerial role.
Demonstrated experience in leading teams and managing internal/external stakeholders in a fast-paced environment.
Strong knowledge of contact center metrics, QA methodologies, and performance improvement frameworks.
Proficient in Six Sigma (Green Belt or higher preferred).
Experience with process improvement, change management, and project implementation.
Hands-on experience with QA platforms, CRM tools, and reporting systems.
Excellent communication, leadership, interpersonal, coaching, and analytical skills.
Key Competencies:
Attention to detail
Strategic thinking
Customer-focused approach
Leadership and motivational skills
Adaptability and resilience
Effective communication and feedback
Analytical thinking
Problem-solving orientation
Location:
Skills Required
- Bachelor's degree in any discipline
- 8-10 years of experience in contact center QA
- Minimum 3 years in a leadership or managerial role
- Experience leading teams and managing stakeholders
- Strong knowledge of contact center metrics and QA methodologies
- Proficient in Six Sigma (Green Belt or higher)
- Experience with process improvement, change management, and project implementation
- Hands-on experience with QA platforms, CRM tools, and reporting systems
- Excellent communication, leadership, coaching, interpersonal and analytical skills
What We Do
Sagility is a technology-led healthcare operations and business process optimization partner serving payers and providers. It combines healthcare expertise with artificial intelligence, intelligent automation, analytics, cloud platforms, consulting, and BPaaS to streamline claims, membership, clinical, payment-integrity, provider-network, and revenue-cycle workflows across the healthcare ecosystem. Its goal is to reduce administrative costs, improve member and provider experiences, and support better clinical and financial outcomes.
