Call Auditor

Overview: The Call Auditor is responsible for reviewing recorded calls to ensure adherence to pre-approved scripts and to audit specific portions of each call for compliance with contractual requirements. This is a quality assurance role focused strictly on call monitoring, scoring, and documentation - no client interaction or live-call feedback is involved. The ideal candidate is detail-oriented, consistent, and comfortable working independently to apply standardized evaluation criteria. Accuracy, reliability, and discretion are essential, as the role involves handling sensitive call data. Responsibilities: Call Monitoring and GradingListen to recorded calls and assess for script adherence and consistency with required language.Audit designated question-and-answer sections to verify alignment with contractual and legal intake standards.Identify and flag deviations, omissions, or noncompliant behavior based on a clearly defined rubric. Documentation and ReportingRecord detailed scoring results and observations in the designated system or spreadsheet.Maintain organized records of audits and escalate issues when recurring errors or compliance gaps are identified. Continuous Quality ImprovementProvide structured feedback to internal stakeholders via the QA reporting system, not direct communication with agents.Participate in calibration sessions or periodic retraining to ensure consistency in grading standards. Qualifications: At least a High School Graduate (old curriculum) or SHS Graduate (new curriculum)At least 1 year of prior experience in call auditing, QA, or compliance rolesFamiliarity with legal intake or call center compliance standards is an advantageExcellent written and verbal communication skillsStrong computer skillsHigh attention to detail and consistency in applying grading criteriaStrong analytical and listening skillsAbility to follow strict protocols and maintain confidentialityProficient in digital tools such as Google Sheets, Excel, and call playback softwareReliable and self-motivated with strong time management skillsWilling to work on-siteWilling to work full-time night shiftCan start ASAP About SVC: Select VoiceCom is an American and Australian-owned company providing call center services. While our main goal is to provide first-class service to all of our clients, this is directly linked to our goal of providing a great work environment that our employees can be proud of. We want all of our employees to proudly say, "I work at Select VoiceCom, and think it's a great place to work" The owners and managers at SVC care about their employees and listen to their feedback. All of our company decisions take into account how they will affect our employees and what we can do to make them beneficial for our employees. If you are considering a move from your current job or want to build a new career with an opportunity to learn and grow, then we urge you to apply at Select VoiceCom today and join the growing SVC family. You wont regret it Check out our Facebook page: www.facebook.com/selectvoicecomph Enjoy the following benefits: Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 monthsLife insurance programFree weekly in-house massageCash incentives of (Php5,000) for successfully referring your friends and relatives to join SVCCareer developmentService incentive leave programAnnual salary increase based on performanceFun and family-like working environmentQuarterly team outingFree flowing coffee and hot chocolateCozy sleeping lounge and canteen plus entertainment areaExcellent office location in Cebu IT Park *Terms and conditions apply. How to apply: Interested candidates may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday anytime between 9AM-9PM. What to prepare: Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)PenID orQuick apply online If shortlisted, our recruitment team will reach out to you within 1-7 working days. Due to the volume of applications we receive every day, only shortlisted candidates will receive a phone call for an interview anytime between 8AM-11PM (Monday-Friday).