Call Auditor
Share
Job Location:
Cebu City - Philippines
Monthly Salary:
Not Disclosed
Posted on:
7 hours ago
Vacancies:
1 Vacancy
Job Summary
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
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 its 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!
Key Skills
- Auditing
- Time Management
- ICD-10
- Accounting
- Component evaluation
- Workers' Compensation Law
- SOX
- Microsoft Excel
- CPT Coding
- Internal Audits
- Medicare
- Bookkeeping
