Call Auditor

SVCPH Inc.; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

A leading call center service provider in Cebu City is hiring a Call Auditor to monitor recorded calls for compliance with scripts. The ideal candidate will have strong attention to detail, at least one year of auditing experience, and must be willing to work full-time night shifts. This role is crucial for maintaining quality assurance in the call center environment.

Benefits

Medical/Dental coverage (HMO)

Life insurance program

Free weekly in-house massage

Cash incentives for referrals

Career development

Service incentive leave program

Annual salary increase based on performance

Fun and family-like working environment

Quarterly team outing

Free flowing coffee and hot chocolate

Qualifications

• At least 1 year of experience in call auditing, QA, or compliance roles.
• Familiarity with call center compliance standards is a plus.
• Ability to follow strict protocols and maintain confidentiality.

Responsibilities

• Review recorded calls for compliance with scripts and standards.
• Document scoring results and maintain organized records of audits.
• Provide feedback via QA reporting system.

Skills

Attention to detail

Analytical skills

Strong computer skills

Written communication

Verbal communication

Time management

Education

High School Graduate or SHS Graduate

Tools

Google Sheets

Excel

Call playback software

Job description

Overview

The Call Auditor is responsible for reviewing recorded calls to ensure adherence to pre-approved scripts and to audit specific portions of each call for compliance with contractual requirements. This is a quality assurance role focused strictly on call monitoring, scoring, and documentation -no client interaction or live-call feedback is involved.

The ideal candidate is detail-oriented, consistent, and comfortable working independently to apply standardized evaluation criteria. Accuracy, reliability, and discretion are essential, as the role involves handling sensitive call data.

Responsibilities

• Call Monitoring and Grading
  • Listen to recorded calls and assess for script adherence and consistency with required language.
  • Audit designated question-and-answer sections to verify alignment with contractual and legal intake standards.
  • Identify and flag deviations, omissions, or noncompliant behavior based on a clearly defined rubric.
• Documentation and Reporting
  • Record detailed scoring results and observations in the designated system or spreadsheet.
  • Maintain organized records of audits and escalate issues when recurring errors or compliance gaps are identified.
• Continuous Quality Improvement
  • Provide structured feedback to internal stakeholders via the QA reporting system, not direct communication with agents.
  • Participate in calibration sessions or periodic retraining to ensure consistency in grading standards.

Qualifications

• At least a High School Graduate (old curriculum) or SHS Graduate (new curriculum)
• At least 1 year of prior experience in call auditing, QA, or compliance roles
• Familiarity with legal intake or call center compliance standards is an advantage
• Excellent written and verbal communication skills
• Strong computer skills
• High attention to detail and consistency in applying grading criteria
• Strong analytical and listening skills
• Ability to follow strict protocols and maintain confidentiality
• Proficient in digital tools such as Google Sheets, Excel, and call playback software
• Reliable and self-motivated with strong time management skills
• Willing to work on-site
• Willing to work full-time night shift
• Can start ASAP

About SVC

Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work!" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees.

Enjoy the following benefits

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolateCozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

How to apply

Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM.

What to prepare

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

Quick apply online! If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).