Job Pitch

Top reasons to work with TDCX

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

Job Description

What is your mission?

• Responsible for the operational activities of the Quality Assurance Team and ensures the QA Officers/Specialists meet targets, goals, and deliverables supporting operations and account-wide call quality metrics
• Adheres to and enforces the quality plan, standard quality control process, standard operating procedures and other governing documents that include service quality standards, monitoring process, and coaching requirements
• Works collaboratively with the stakeholders, Operations and Training to ensure program standards for quality service are achieved and initiates improvement actions when necessary
• Regularly meets with Operations to ensure coaching action plans are implemented and/or completed
• Analyzes quality reports and participates in strategic planning sessions for continual service improvement and identifies opportunities for process improvement recommendations
• Produce weekly and monthly reports or as needed for the following: performance of Quality staff, Quality performance of the account; and other reports needed by Account Director or the client
• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Who are we looking for?

• Minimum of 2 years in college, preferably a bachelor’s degree
• Minimum 3 years of experience (preferably in a BPO or similar environment)
• Minimum 3 years of experience as Quality Assurance Manager
• Strong Knowledge of quality evaluation and customer service metrics
• Attention to detail and desire to follow procedures
• Solid RCA skills, action planning and coaching skills

Qualification Required

• College Graduate