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.

• Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail)
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Provides quantifiable data to all quality judgments that are made.
• Works with operations as an auditor as well as regulator of quality issues.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training.




• Conducts calibration session with the client and with Operations.
• Conducts product specific coaching sessions with the agents regarding trends and quality.
• Responsible in releasing updates and training flashes to Operations and Training group.
• Handles incoming calls and/ or escalated calls and meets telephone productivity standards.
• Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.
Job title:

Team Lead-Quality CC
Job Description:

DUTIES & RESPONSIBILITIES:

Shift Management Function:
- Performs daily monitoring of CSAs quality & productivity metrics by utilizing reports and database available.
- Implements floor management policies in order to ensure adherence to service level agreements between clients.
- Ensures that CSAs scheduled for the day is accounted for.
- Ensures connectivity and proper functioning of systems/ equipment of the CSAs prior to the shift and reports to

📌 Team Lead-Quality CC (Bengaluru)
🏢 Sagility
📍 Bengaluru