Title:  Quality Assurance Specialist

#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

• 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 industry awards

What is your mission?

• Drive accuracy for our client’s team by performing quality audits and data analysis for the project.
• Deep dive into our operational procedures to identify opportunities, themes, and knowledge gaps to upskill team performance and improve player experience.
• Perform meta-quality audits for internal/external teams to review quality calibration, defect trends, and quality disputes.
• Utilize an in-depth understanding of metrics and workflows to analyze and report on quality trends and error analysis.
• Support Program Manager to identify and implement workflows to address gaps and process improvement opportunities.
• Identify and communicate QA and operational insights, suggestions, and feedback to better improve our QA program.
• Provide structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
• Work 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.
• Use Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.
• 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.

Who are we looking for?

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Over 2 years of working experience in a Quality Analyst role in the BPO/Contact Center industry.
• Experience in performing quality audits, root cause analyses, calibrations, and process improvement initiatives.
• Knowledge of Quality terms, Compliance, tools, and methodologies.
• 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 the supporting market.
• Great communication and interpersonal skills and a strong team player.
• Ability to effectively manage time, prioritize tasks and work within deadlines with little supervision.
• Experience in BA is an added advantage.
• Flexibility to work from home and from the office.

Who is TDCX?

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 world’s 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 region’s 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.