Quality Analyst

Quality Analyst

#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 worlds 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 industries awards.

What is your mission?
Position Summary
As part of the Quality team, the QA analyst will work with Operations and Training to
identify and analyze agent output, trends and areas of improvement through audits.
The role also entails the QA analyst being well-versed on the program and be
considered as an expert on the product which means that he/she will be asked to
do agent work as needed and roll out updates to the team as well. The QA analyst
will work closely with Operations and Training to also provide input through reports
and/or heat maps. Also, for him/her to interact closely with clients on meetings and
calibration sessions.

Duties and Responsibilities:
• Evaluate, analyze and document the work of our agents/ team leads.
• Interpret and implement quality assurance standards.
• Be responsible for ensuring that he/she knows the product and is up to speed
with updates and process changes and for him/her to ensure operations and
Training are aware of these items.
• Prepare reports and quality data to be sent and discussed with Operations,
training and the clients.
• Attend and lead calibration sessions.
• Analyze data to identify trends, behaviors, and areas of improvement through
audits.

• Keep track of the improvement of agents especially outliers.
  • Conduct calibration sessions and team huddles focused on quality.
  • Partner with Training to identify site/ agent opportunities and trend analysis to
  help determine training solutions to be done to address the areas for
  improvement.
  • To work closely with Operations to ensure that the agents are able to strategize
  along with the other departments to ensure that we are meeting the client and
  company targets.
• 
  Who are we looking for?
  • Candidate must possess at least a bachelors degree.
  • Good knowledge of online advertising industry and Google AdWords
  • Proficient in MS Office and Google Docs applications
  • Possess a service-oriented mindset with good call handling skills to manage
  challenging customers.
  • Excellent decision making and analytical skills.
  • Demonstrated ability to train and develop new and existing support agents.
• 
  Who is TDCX?
  TDCX (NYSE: 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 worlds 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 regions
  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.

Contact:

Naresh - 9940374842