Quality Assurance (QA) Specialist – Voice & Digital Channels

ABOUT US:

CEF Solutions Inc. is a Consulting Services and Business Process Outsourcing (BPO) company specializing in BPO Operations, Operations Management, Process Engineering and Innovation, Cost Optimization, and Staffing solutions. We take pride in our expertise in providing specialized staffing services, ensuring that clients have access to top talent that aligns with their operational goals. We service some of the largest multinational companies in the world and are expanding quickly by delivering an unmatched end-to-end client experience.

Company website: www.CEF.inc

Role Overview:

The QA Specialist is responsible for monitoring, evaluating, and improving the quality of customer interactions across both voice calls and digital channels (chat and email). This role ensures that agents deliver consistent, accurate, and empathetic service while adhering to company standards, compliance requirements, and brand guidelines. The QA Specialist also plays a critical role in scrubbing DSATs (Dissatisfaction scores) and preparing structured reports that drive coaching, training, and process improvements.

Key Responsibilities:

• Monitoring & Evaluation

• Review and assess customer interactions across voice calls, chat transcripts, and emails.

• Evaluate agent performance against KPIs such as accuracy, empathy, professionalism, and compliance.

• Ensure adherence to approved scripts, professional tone of voice, accurate grammar, and brand communication standards across all customer interaction channels (voice calls, chats, and emails).

• Feedback & Coaching

• Provide constructive feedback to agents and recommend coaching interventions.

• Partner with team leaders and trainers to address performance gaps.

• Document findings and share actionable insights with management.

• Reporting & Analysis

• Scrub DSATs (Dissatisfaction scores) to identify root causes of customer dissatisfaction.

• Consolidate DSAT findings into weekly, monthly, and quarterly reports, segmented by channel, issue type, and resolution outcome.

• Track and analyze quality metrics (accuracy, empathy, compliance, grammar, tone, first-contact resolution).

• Generate dashboards and trend analyses to visualize DSAT movement and correlate with agent performance.

• Provide actionable insights that feed directly into coaching plans, training programs, and process improvements.

• Maintain a clear audit trail of QA evaluations and DSAT scrubbing for transparency.

• Collaboration

• Work closely with operations, training, and product teams to enhance customer service delivery.

• Contribute to the development of QA frameworks, scorecards, and best practices.

• Support calibration sessions to align QA standards across evaluators and teams.

Qualifications:

• Bachelor's degree or equivalent work experience.

• Prior experience in QA for customer service (voice and/or digital channels).

• Strong listening, analytical, and written communication skills.

• Ability to evaluate tone, empathy, grammar, and accuracy across multiple platforms.

• Familiarity with QA tools, CRM systems, and call/chat monitoring software.

• Knowledge of compliance standards and digital communication etiquette.

Core Competencies:

• Attention to detail and critical thinking.

• Excellent communication and feedback delivery.

• Strong organizational and reporting skills.

• Ability to balance consistency with adaptability across diverse channels.

• Customer-centric mindset with focus on continuous improvement.

• Data-driven approach to quality management and performance improvement.

OTHER QUALIFICATIONS:

• This role is currently remote/work-from-home, but candidates must be open to possible changes in work setup, including a shift to on-site, if required by business needs.

• Must be based in Mega Manila and stay within the area throughout employment to ensure quick equipment support and availability for any in-person requirements.