Citi CBPS - UK Voice Match Specialist in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Rotating

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17058048


UK CTP - Voice Match Specialist

Job Description:

  • Track all voice match requests raised by the TLs

  • Review accounts that are available for VM comparison

  • Call listening of calls older than 30 days (NICE IA) to provide confirmation that the initial instruction requested by the customer was genuine and that the voice is the same

  • Additional reviews for VM fails when needed

  • Reports the completion of all VM requests, their validity and summary of all VMs and LTC (listen to call) made everyday



  • Acute sense of hearing

  • Attention and thoroughness to details, coupled with strong follow through discipline

  • Ability to liaise with all levels within the organization

  • Amenable to extending work hours, as needed


  • Minimum of 2 years of continuous service in current role

  • Employees who transfer to another program/unit in the same role are required 2 years of continuous service in the role and at least 1 year of service in the new program/unit to be eligible

  • Employees with less than 2 years of continuous service in their current role will need their supervisor’s approval prior to applying for an internal job posting

  • Performance rating of 3-Consistently Strong for the previous Year-End review

  • Has not been subjected to any disciplinary action where the sanction is Final Warning in the last 12 months

  • Applicants who applied for this position in the last 12 months need not reapply