Jobs in Filipinas

About the Role

Quality Specialist/Call Monitoring Specialist are responsible for monitoring calls to ensure they meet regulatory and compliance requirements, business rules, and processes. CMS will assess the customer experience, evaluate sales performance, and document any incidents. A key part of their role is to complete scorecards, provide detailed feedback as basis of conducting coaching sessions to support agents' development.

• Monitor inbound calls and voice interactions to ensure customer satisfaction and first-call resolution.
• Review associates' compliance with business rules and processes, providing timely feedback for improvement.
• Evaluate sales outputs for quality and validity, reporting any breaches identified.
• Complete quality monitoring forms with detailed performance feedback and maintain accurate database records.
• Review customer satisfaction surveys, complaints, commendations, and escalations; track and analyze data for reporting.
• Provide insights and recommendations for quality improvements to managers and supervisors.
• Report on associate and team performance trends, including calibration score tracking, on a weekly basis.
• Collaborate with managers/supervisors to ensure weekly and monthly targets are met.
• Participate in calibration sessions and quality alignment initiatives.
• Complete required phone time and perform other assigned duties.

• 1–2 years of customer service experience.
• At least 6 months experience in call monitoring/quality assurance role.
• At least 6 months of experience on financial campaign(s) within the company with demonstrated high-quality performance. (Preferred but not required)
• Previous experience in Quality, Call Monitoring, Reporting, Calibration. (Preferred but not required)
• Strong PC skills and proficiency in office software applications.
• Excellent verbal and written communication skills.
• Strong customer service and interpersonal skills.
• Basic facilitation, research, and problem-solving skills (preferred but not required).
• Strong attendance record and ability to meet personal metric goals.
• Basic knowledge of MS Excel and ability to create simple reports.

• Onsite - Glorietta 1, Makati City
• Mondays to Fridays - 4:00 AM - 7:00 PM (Manila Time)
• Fixed weekends off
• Salary: 26,000 + company benefits

• Be part of a supportive and collaborative team.
• Opportunities for career growth and skills development.