Mid-Level Quality Assurance Specialist - Singapore

Job summary

Join TDCX's quality assurance team building exceptional customer experiences. Lead quality audits and root cause analysis using performance data for optimal service delivery. TDCX, a global BPO leader, offers comprehensive benefits and professional growth opportunities. Apply now to enhance your career in a dynamic and supportive environment.

Role details

Role

Full-time

Industry

Business Operations And Management

Employment

Full Time

Experience

2 Years +

Education

Advanced/Higher/Graduate Diploma

Responsibilities

• Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations.
• Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
• Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
• Develop and enhance evaluation programs that target the objectives of the account with Operations, Training, and Clients.
• Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
• Any other duties and responsibilities that may be assigned to you by the management.

Requirements

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is ideal for this position. However, fresh graduates are encouraged to apply.

Benefits

• 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.
• Flexible working arrangements.

Key skills