Remote QA Specialist: Voice & Digital Channel Quality

CEF Solutions Inc.

Manila

Remote

PHP 320,000 - 520,000

Full time

3 days ago

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Job summary

CEF Solutions Inc. is a Philippines-based consulting and BPO firm seeking a QA Specialist to monitor and improve customer interactions across voice calls, chat, and email. You will ensure agents follow scripts, maintain tone and grammar, and comply with brand guidelines while supporting DSAT scrubbing.

You will partner with operations, training, and product teams to drive coaching, process improvements, and transparent QA reporting that informs action plans.

Qualifications

Bachelor's degree or equivalent work experience.
Experience in QA for customer service (voice and/or digital channels).
Ability to evaluate tone, empathy, grammar, and accuracy across multiple platforms.
Familiarity with QA tools, CRM systems, and call/chat monitoring software.
Knowledge of compliance standards and digital communication etiquette.

Responsibilities

Monitor and evaluate customer interactions across voice calls, chat transcripts, and emails.
Evaluate agent performance against KPIs such as accuracy, empathy, professionalism, and compliance.
Provide constructive feedback and coaching recommendations.
Document findings and share actionable insights with management.
Generate dashboards and reports to track DSATs and QA metrics.

Skills

Listening skills

Analytical skills

Written communication

QA tools familiarity

Education

Bachelor's degree or equivalent

Tools

CRM systems

Call monitoring software

Chat monitoring software

Job description

You will partner with operations, training, and product teams to drive coaching, process improvements, and transparent QA reporting that informs action plans.

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