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Remote Adherence Quality Monitoring Evaluator

May 4, 2026

About Company

Sitel Philippines, now part of Foundever, is a global leader in customer experience management, delivering innovative contact center solutions to some of the world's most iconic brands. With a robust presence across the Philippines, we are committed to fostering a dynamic, inclusive, and growth-oriented environment for our associates. We leverage cutting-edge technology and a people-first approach to create seamless and memorable customer interactions, empowering our teams to excel from anywhere. Join a company that values your contribution and invests in your professional journey.

Job Description

Are you a detail-oriented professional with a passion for quality and compliance? Sitel Philippines is seeking a highly motivated Remote Adherence Quality Monitoring Evaluator to join our dynamic team. In this pivotal role, you will be responsible for meticulously monitoring and evaluating customer interactions (calls, chats, emails) to ensure strict adherence to established quality standards, company policies, and regulatory guidelines. Working remotely from Legazpi, Albay, you will play a crucial part in maintaining the integrity of our customer service delivery, identifying areas for improvement, and contributing to the overall enhancement of our customer experience programs. This role demands exceptional analytical skills, an unwavering commitment to accuracy, and the ability to provide constructive feedback that drives performance excellence. If you thrive in a remote work environment and are dedicated to upholding the highest standards of quality, we invite you to be a key player in our mission to deliver world-class customer service.

Key Responsibilities

Conduct comprehensive quality evaluations of customer interactions across various channels (voice, chat, email) to ensure compliance with company policies, client-specific requirements, and regulatory standards.
Identify and document non-adherence issues, policy violations, and areas requiring corrective action or agent coaching.
Provide objective and constructive feedback to customer service representatives, outlining strengths and opportunities for improvement in a clear and supportive manner.
Participate in calibration sessions with trainers and team leaders to ensure consistency in evaluation standards and understanding of quality metrics.
Prepare detailed reports on quality trends, agent performance, and adherence levels, presenting findings to management and relevant stakeholders.
Contribute to the development and refinement of quality assurance guidelines, evaluation forms, and training materials.
Stay informed about industry best practices, new product offerings, and changes in policies or procedures that impact customer interactions.
Assist in special projects related to process improvement, customer satisfaction, and operational efficiency as needed.
Maintain a high level of confidentiality regarding all evaluated interactions and company data.

Required Skills

Minimum of 2 years of experience in a Quality Assurance, Quality Monitoring, or Adherence role within a contact center or BPO environment.
Exceptional attention to detail and strong analytical skills to identify nuances in interactions.
Excellent written and verbal communication skills in English, with the ability to provide clear, concise, and constructive feedback.
Proficiency in using quality monitoring software, CRM systems, and Microsoft Office Suite (Excel, Word, PowerPoint).
Ability to work independently, manage time effectively, and meet deadlines in a remote work setting.
Strong understanding of customer service best practices and performance metrics.
Proven ability to maintain objectivity and impartiality in evaluations.

Preferred Qualifications

Bachelor's degree in any field, preferably related to Communications, Business Administration, or a relevant discipline.
Experience with remote work tools and platforms.
Familiarity with various contact center technologies and methodologies.
Certification in Quality Assurance or a related field.

Perks & Benefits

Competitive salary and performance-based incentives.
Comprehensive health and wellness benefits package.
Full remote work setup, providing flexibility and work-life balance.
Opportunities for career advancement and professional development.
Access to a wide range of training programs and continuous learning resources.
Employee assistance programs and mental health support.
A supportive and inclusive company culture.
Work with a global leader in customer experience.

How to Apply

Ready to ensure excellence from the comfort of your home? Click the link below to submit your detailed application. Please ensure your resume highlights your relevant experience in quality monitoring and your ability to thrive in a remote environment. We look forward to reviewing your qualifications!

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...