Remote QA Specialist – Voice & Digital Channels

CEF Solutions Inc.; Metro Manila; Remote; PHP 502,000 - 837,000; Full time

Job summary

CEF Solutions Inc. is seeking a Quality Assurance (QA) Specialist to monitor and improve customer interactions across voice calls and digital channels.

You will scrub DSATs, prepare structured reports, and partner with teams to drive coaching, training, and process improvements. The role requires QA experience in customer service, strong listening and written communication, and familiarity with QA tools and CRM systems.

Qualifications

• Bachelor's degree or equivalent work experience.
• Prior QA experience in customer service (voice and/or digital).
• Strong listening, analytical, and written communication skills.
• Ability to assess tone, empathy, grammar, and accuracy across platforms.
• Familiarity with QA tools, CRM systems, and call/chat monitoring software.
• Knowledge of compliance standards and digital etiquette.

Responsibilities

• Monitor and evaluate voice calls, chats, and emails.
• Assess agent performance against KPIs such as accuracy, empathy, professionalism, and compliance.
• Ensure adherence to scripts, tone, grammar, and brand standards across channels.
• Provide constructive feedback and coaching recommendations.
• Document findings and share actionable insights with management.
• Consolidate DSAT findings into weekly, monthly, and quarterly reports.
• Create dashboards and trend analyses to visualize DSAT movement.

Skills

QA for CS

Listening skills

Analytical skills

Written communication

CRM familiarity

Monitoring tools

Data analysis

Education

Bachelor's degree

Tools

QA tools

CRM systems

Call monitoring software

Job description

CEF Solutions Inc. is seeking a Quality Assurance (QA) Specialist to monitor and improve customer interactions across voice calls and digital channels.

You will scrub DSATs, prepare structured reports, and partner with teams to drive coaching, training, and process improvements. The role requires QA experience in customer service, strong listening and written communication, and familiarity with QA tools and CRM systems.