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English Customer Experience Expert (Quality Analyst)

Date: 01-Oct-2020

Location: DC, CO

Company: TDCX

 

English Customer Experience Expert (Quality Analyst)

Are you interested in being part of our pool of candidates and stay up to date with our latest job opportunities? Are you passionate and can deliver an outstanding customer service experience in English? Do you have a positive, empathetic, and professional attitude toward clients at all times?

We will have a number of staggered start dates in 2021 for Customer Experience vacancies for those who are looking for a long-term career. Upload your CV now to start your #BeHappier journey today and we will get in contact with you.

 

 

     Top reasons to work here:

  • 25 years of experience and more than 200 industry awards
  • Work with international talents
  • Exposure to the world's most loved brands
  • Premium workspaces
  • Career development programs
  • #BeHappier culture where everyone is a family
  • Full payment of salary and benefits from day one, including training and onboarding time
  • Permanent Term Employment Contract 
  • Continuous learning is encouraged to help you grow
  • Hot beverages (If located on-site)
  • Health and wellness activities to stretch away the stress

 

What is your mission?

 • Responsible for the day to day management of the contact center to ensure that KPIs are met.
 • Develop, review and distribute daily, weekly and monthly performance and service reports and make recommendations to the Project Manager to maintain the agreed service levels to customers
 • Establish work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
 • Ensure that the feedback provided to the team members on their performance are accurate, complete, and timely. Provide coaching and guidance to ensure team members meet their KPIs and adhere to the organization’s guidelines and policies.
 • Collaborate with Customer Experience and Training team to identify the issues, drive the metrics, and able to balance and prioritize the above based on seasonality and the needs of customers, team, and client.
 • Enhance the performance of team members by creating team connection, team briefings, and monthly coaching sessions.
 • 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?

• Preferably possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree or Technical degree in any field.
• Preferably with 2 years of working experience in the related field is required for this position
• Experience leading, inspiring, and motivating others to meet goals and metrics
• Possess project and resource management skills
• Strong communication and interpersonal skills
• Excellent decision making and analytical skills.
• Excellent C1 verbal and written communication skills in English.

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Colombia, Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan, and Spain. We specialize in perfecting our client's customer experience and elevating their sales.

We are guided by a talent philosophy - selecting and employing the best professionals to make the outsourcing industry better for our people and our clients.

Our company has won over 200 industry awards for delivering value-driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and a long list of perks, we were recently awarded as one of the best companies to work for in Asia.

 


Job Segment: Quality Manager, Quality