TDCX - Senior Quality Assurance Manager | CEBU

Location 21F Robinsons Cyberscape Gamma, Ruby Road, Ortigas Center, Pasig City

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

Skills Required

Strong Communication Skills
Positive Attitude
Empathetic to Customers
Attention to Detail
Open to Flexible Schedules
Calm Under Pressure
Analytical Skills
Problem Solving Skills
Creative Thinker

Qualification Required

College Graduate

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What this jobs offers

About TDCX Read more about Us

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.