Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
Top Reasons to work with TDCX
Attractive 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
What is your mission?
Partner with the appropriate department managers to deliver feedback regarding customer interactions, including opportunities for improvement as well as providing direct feedback to the representatives.
Act as a resource and advisor to the training department, identifying training deficiencies, trends, gaps, and additional needs through various forms of call monitoring.
Lead, mentor, and develop team members to promote quality awareness, implement quality programs, and initiatives towards Customer Experience Excellence.
Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
Compile and analyze data (customer scorecards, on-time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
Any other duties and responsibilities assigned by management from time to time, within your category of employment, for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.
Who are we looking for?
Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
Preferably with 2 years of working experience in the related field.
Experience in performing quality audits, root cause analysis, calibration, and process improvement initiatives.
Knowledge of quality terms, tools, and methodologies, and able to provide insights analysis for client business reviews.
Demonstrated ability to coach and develop new and existing support agents.
Excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent interruptions.
Excellent verbal and written communication skills in English and the language of the supporting market.
Who is TDCX?
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.#J-18808-Ljbffr