Quality Assurance Specialist

5 days ago


Manila, National Capital Region, Philippines CEF Solutions Inc. Full time
About the Job

Career Opportunity:

Certified quality assurance specialists are in high demand, and CEF Solutions Inc. is looking for a detail-oriented QA analyst to evaluate recorded voice calls and ensure adherence to company and client standards.

The ideal candidate will assess agent performance, identify areas for improvement, and provide insights to enhance the overall customer experience.

Key Responsibilities
  • Monitor and evaluate recorded voice calls based on predefined quality standards.
  • Accurately score calls and provide constructive feedback to improve agent performance.
  • Identify trends and areas for improvement to maintain service excellence.
  • Collaborate with operations and training teams to address performance gaps.
  • Maintain compliance with company, client, and regulatory guidelines.
  • Generate and maintain quality reports highlighting key findings and recommendations.
  • Participate in calibration sessions to align scoring and feedback across teams.
  • Support initiatives to improve call quality and customer satisfaction.
Requirements
  • At least 2 years of experience as a QA analyst in a BPO setting, specifically in call monitoring.
  • Strong analytical and listening skills with keen attention to detail.
  • Familiarity with QA tools, scoring methodologies, and customer service metrics.
  • Excellent communication skills for providing clear and constructive feedback.
  • Ability to work independently and adapt to changes in processes or requirements.
  • Proficiency in MS Office and other relevant QA software.


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