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.
Operation Support
Job title:
Quality Analyst
Job Description:
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Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
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Responsible for reporting all behaviour that does not conform to the quality standards set by the company and the account management.
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Designs and implements reports to establish patterns and trends of quality issues as they may arise.
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Provides quantifiable data to all quality judgments that are made.
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Works with operations as an auditor as well as regulator of quality issues.
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Works with Training and Operations to provide trend reports to address any issues that need refresher training.
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Conducts calibration session with the client and with Operations.
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Conducts product specific coaching sessions with the agents regarding trends and quality.
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Responsible in releasing updates and training flashes to Operations and Training group.
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Handles incoming calls and/ or escalated calls and meets telephone productivity standards.
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Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.
Location:
Iloilo, Ayala Technohub BuildingPhilippines
What We Do
Sagility is a U.S.-based, tech-enabled healthcare business process management company that supports payers, providers, and their partners to deliver best-in-class operations, enhance the member and provider experience, improve the quality of care and promote health equity all while delivering cost-effective healthcare financial and clinical outcomes.
Sagility Technologies uses a holistic consulting approach to identify the root causes of healthcare payer and provider pain points, analyze the issues, and provide a complete solution that encompasses people, process, and technology platform improvements. Equipped with a strategic solutions mindset, our core focus is on what most benefits the client. Combining healthcare operations and technology experience with advanced UI, UX, and analytics expertise, we develop and deploy customized solutions for our client’s business. Additionally, with our extensive global resources and facilities, we provide the best service/price ratio for any service outsourcing needs.
