Quality Officer

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:

• Competitive 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

• Analyze “Voice of the customer” (VOC) and behavioral information to understand customer satisfiers and dissatisfiers.
• Conduct root-cause analysis to identify the underlying factors affecting customer experience. Use data and feedback to pinpoint areas for improvement and propose actionable solutions.
• 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.
• Maintain accurate records, including performance, and progress, ensuring data is properly organized and easily accessible for reporting and analysis.
• Review established work procedures (workflow) with the aim to improve service to the customer.
• Ensure that all evaluators are calibrated for transaction monitoring.
• Ensure high attention to detail when assessing agent performance, identifying errors or gaps in service delivery, and ensuring adherence to established quality standards.
• Implement initiatives or programs to instill and encourage positive cultural changes to customer experience.
• Be the judging panel for Service Model Calls with the objective of identifying good staff.
• Evaluate Complimentary Letters and measure staff performance.
• Perform transaction monitoring independently for all channels including complaints.
• Be involved in ad-hoc projects assigned by supervisor.
• Perform checks on the efficiency and effectiveness of quality processes.
• Perform root cause analysis, present actionable insights and recommend changes/enhancement for continuous improvement.
• Provide constructive feedback to agents on performance issues, highlighting areas for improvement and offering clear, actionable recommendations for development.
• Conduct compliance hygiene checks.
• Onboard new Agents and Leaders to the Quality Program
• Facilitate and participate in calibration sessions.
• Effectively communicate quality standards, expectations, and performance issues to agents and stakeholders, ensuring clarity and mutual understanding.
• Proactively identify quality issues and work collaboratively with teams to develop and implement corrective actions to improve processes and outcomes.
• Motivate staff to continually meet our service quality standards and deliver service excellence.
• Effectively manage multiple tasks and deadlines by prioritizing activities based on urgency and importance, ensuring timely completion of all quality-related tasks and initiatives.
• 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 Quality Management System of TDCX.

• Minimum of at least 2 years in college or an equivalent diploma.
• Proficiency in English (spoken, written, and reading) at least at a CEFR Level C1 / ILR Level 4.
• At least 1 year experience in supporting e-commerce or marketplace campaigns.
• At least 2 years working experience as Quality Officer, with excellent track record (experience must be recent, within the last 6months, preferably in a multinational organization).
• Strong computer and software skills.
• Strong communication and interpersonal skills.
• Exposure to a strong customer-oriented environment; must be Customer experience oriented.
• 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.
• Able to work independently across a broad range of activities.
• Able to work rotating shifts, permanent/night shifts, public holidays, weekends, render overtime.
• Flexibility and adaptability, able to work well in a constant-changing environment.