Customer Experience Officer (QA, Contact Centre, East)

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible

when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work here:

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 work culture that enables your future

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?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations

Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities

Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients

Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience

Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement

Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance

Perform other duties and responsibilities that may be assigned to you by the management 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?

Candidate must possess at least a GCE ‘A’ level/ Diploma in any field.

At least two (2) years of relevant working experience in handling contact centre cases in a call centre or service industry environment.

Good knowledge of MS Excel and PowerPoint with knowledge on basic reports preparation.

Experience in performing quality audit, root cause analysis, calibration, process improvement initiative.

Knowledge of Quality terms, tools, and methodologies.

Demonstrated ability to train 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 supporting market.

Strong time management skills and motivation to exceed expectations.

Comfortable working with computers and multiple systems.