Call Auditor

SVC PH, Inc. is currently looking for a Call Auditor to start ASAP

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

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Enjoy the following benefits:​

• Medical/Dental coverage (HMO) after 1 month* + FREE HMO coverage for 1 dependent after 6 months
• Life insurance program
• Free weekly in-house massage
• Cash incentives of (Php5,000) for successfully referring your friends and relatives to join EB/SVC
• Career development
• Service incentive leave program
• Annual salary increase based on performance
• Fun and family-like working environment
• Quarterly team outing
• Free flowing coffee and hot chocolate
• Cozy sleeping lounge and canteen plus entertainment area
• Excellent office location in Cebu IT Park

*Terms and conditions apply.

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 Grading
• Listen 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 Reporting
• Record 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 Improvement
• Provide 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 roles
• Familiarity with legal intake or call center compliance standards is an advantage
• Excellent written and verbal communication skills
• Strong computer skills
• High attention to detail and consistency in applying grading criteria
• Strong analytical and listening skills
• Ability to follow strict protocols and maintain confidentiality
• Proficient in digital tools such as Google Sheets, Excel, and call playback software
• Reliable and self-motivated with strong time management skills
• Willing to work on-site
• Willing to work full-time night shift
• Can start ASAP

How to Apply:

Interested candidates may apply online or may visit our Recruitment Hub at G/F i1 Bldg., Cebu IT Park, Apas, Cebu City from Monday to Friday 9AM-9PM.

What to prepare:

• Updated e-copy (not printed) of your resume (.doc, .docx, .pdf)
• Pen
• ID

Or Quick Apply below

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 (Mondays-Fridays).

Job Type: Full-time

Benefits:

• Company Christmas gift
• Company events
• Health insurance
• Life insurance
• Opportunities for promotion
• Pay raise

Work Location: In person