Quality Analyst

Job Description Print Preview
Job Title: Assistant Training and Quality Expert
#BeMore
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?
Analyze “Voice of the Customer” (VOC) and behavioral information to understand customer satisfiers and dissatisfiers.
Establish and measure Contact Center quality index monthly with the aim to identify gaps in either processes or soft skills for
improvement.
Achieve desired contact outcomes with the aim to meet both customer and business expectations.
Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills, and on-the-job
training) for new hires.
Develop new training programs/manuals, multimedia visual aids, and other educational materials.
Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness.
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
ISO9001 and ISO18295-1 Quality Management System of TDCX.
Who are we looking for?
Minimum Diploma or Degree holder
At least 3 years related working experience, with excellent track record (preferably in a multinational organization, and at least
1 year experience in supporting a premium or international airline in a BPO setup.
Strong communication and interpersonal skills
Exposure to a strong customer-oriented environment; must be Customer experience oriented.
Excellent presentation skills & training delivery, with knowledge of various training methodologies
Collaborative work style; willing to coach and be coached by others.
Strong process orientation: must be logical and able to follow processes and adapt to changes.
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,
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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.