Quality Assurance Specialist_Spontaneous Application

Reporting to the Operations Manager, as a Quality Assurance Specialist, you are to ensure and evaluate employee's behavior and customer service performance is compliant with the client and the company's policies and business agreements. You will provide structure and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities in the employees to deliver a #happier customer experience to their clients.

Your performance will be measured on how well you:

• Lead and participate in calibration sessions with Operations and Training and call listening programs with clients to identify best practices and areas for improvement
• Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design a new training module
• Collaborate with call team members to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
• Prepare and analyses quality reports for review with the management team and clients
• Work in partnership with Operations, Training, and Clients in developing and/enhancing evaluation programs that are targeted to the objectives of the account and will unearth the root cause of issues, possible solutions and provide actionable insights for performance improvement
• 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.

You will be put through a very dynamic 2-3 weeks onboarding and training plan on our TDCX Culture, shadowing sessions, and state-of-the-art CRM systems. (By the way, be ready to make some good friends during this time!)