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Call Evaluation Manager

1 week ago

Manila, National Capital Region, Philippines CEF Solutions Inc. Full time
Key Responsibilities

As a Quality Assurance (QA) Analyst at CEF Solutions Inc., your primary responsibility will be to review and evaluate recorded voice calls based on predefined quality standards.

You will score calls accurately and provide constructive feedback to enhance agent performance, identifying trends and areas for improvement to maintain service excellence.

  • Participate in calibration sessions to align scoring and feedback across teams.
  • Support initiatives to improve call quality and customer satisfaction.

To excel in this role, you must have excellent communication skills, proficiency in MS Office, and the ability to work independently.