Remote QA Specialist - Voice & Digital Channel Quality

CEF Solutions Inc.; Manila; Remote; PHP 279,000 - 469,000; Full time

Job summary

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

This role ensures agents deliver accurate, empathetic service while adhering to company standards and brand guidelines, and it drives coaching plans through DSAT scrubbing and structured reports. Remote role with potential shift to on-site in Mega Manila; you'll collaborate with operations, training, and product teams to raise quality and

Qualifications

• Bachelor's degree or equivalent work experience.
• Prior QA experience in customer service (voice and/or 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.
• Evaluate performance against KPIs: accuracy, empathy, professionalism, compliance.
• Provide constructive feedback and coaching recommendations.
• Document findings and share actionable insights with management.
• Consolidate DSAT findings into periodic reports by channel and type.
• Create dashboards and trend analyses to visualize DSAT movement.
• Collaborate with operations, training, and product teams to improve service.
• Support calibration sessions to align QA standards across evaluators.

Skills

Listening skills

Analytical skills

Written communication

Multichannel QA

Education

Bachelor's degree

Tools

CRM systems

Call/chat monitoring software

Job description

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

This role ensures agents deliver accurate, empathetic service while adhering to company standards and brand guidelines, and it drives coaching plans through DSAT scrubbing and structured reports. Remote role with potential shift to on-site in Mega Manila; you'll collaborate with operations, training, and product teams to raise quality and