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Call Monitoring Quality Engineer

2 weeks ago

Manila, National Capital Region, Philippines CEF SOLUTIONS PHILIPPINES INC. Full time

About Us

Cef Solutions Philippines Inc. specializes in Consulting Services and Business Process Outsourcing (BPO). Our focus is on delivering high-quality solutions in BPO Operations, Operations Management, Process Engineering, and Cost Optimization.

We deliver a superior client experience, expanding our reach by servicing multinational companies worldwide.

The Job:

We're looking for a meticulous Quality Assurance (QA) Analyst to assess recorded voice calls and ensure they meet our company and client standards. The ideal candidate will evaluate agent performance, identify areas for improvement, and provide actionable insights to enhance the overall customer experience.

Responsibilities:

  • Evaluate recorded voice calls based on predefined quality standards to guarantee compliance.
  • Accurately score calls and provide constructive feedback to improve agent performance.
  • Identify trends and areas for improvement to maintain exceptional service quality.
  • Collaborate with operations and training teams to address performance gaps and enhance expertise.
  • Ensure adherence to company, client, and regulatory guidelines.
  • Generate and maintain QA reports highlighting key findings and recommendations.
  • Participate in calibration sessions to synchronize scoring and feedback across teams.
  • Support initiatives to enhance call quality and customer satisfaction.

Qualifications:

  • Minimum 2 years of experience as a QA Analyst in a BPO setting, specifically in call monitoring.
  • Excellent analytical and listening skills with attention to detail.
  • Familiarity with QA tools, scoring methodologies, and customer service metrics.
  • Strong 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 relevant QA software.