Remote QA Specialist: Customer Experience Optimizer

CEF Solutions Inc.

Philippines

Remote

PHP 300,000 - 540,000

Full time

2 days ago

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Job summary

CEF Solutions Inc. is seeking a QA Specialist to monitor and improve the quality of customer interactions across voice calls, chat, and email.

You will ensure agents deliver accurate, empathetic service in line with brand guidelines while scrubbing DSATs and producing actionable reports. In this remote role based in Mega Manila, you will collaborate with operations, training, and product teams to develop QA frameworks, scorecards, and calibration sessions that drive coaching and process

Qualifications

Bachelor's degree or equivalent work experience.
Prior QA experience for customer service on voice and digital channels.
Strong listening, analytical, and written communication skills.
Ability to evaluate tone, empathy, grammar, and accuracy across platforms.
Familiarity with QA tools, CRM systems, and monitoring software.
Knowledge of compliance standards and digital etiquette.

Responsibilities

Monitor and evaluate customer interactions across voice, chat, and email.
Provide feedback and coaching to agents with actionable insights.
Collaborate with operations, training, and product teams to improve QA processes.
Document findings and generate reports to track DSATs and trends.
Develop QA frameworks, scorecards, and calibration sessions.