Title:  Customer Experience Expert (Quality Analyst)

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 with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and 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-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• 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
• Review, assess, and report compliance on process / procedure requirements.
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.
• Conducts calibration with client counterparts and operating teams to ensure quality measure is aligned and understood.
• Works with Quality Manager on change management process, tools enhancements, and work flow amendments.
• Provide expertise and insight into complex areas of process workflows
• Act as subject matter expert on Tier 1 workflow policies and procedures
• Bring innovation ideas and help create work process standardization
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• 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 a Associate's or Bachelor's degree preferred in any field.
• Preferable with 2+ years of experience in a Quality Assurance or similar analytical role, with at least 1 year preferably within the fintech industry.
• Solid understanding of cryptocurrencies, blockchain technology, digital wallets, and common crypto-related inquiries and transactions.
• Exceptional attention to detail and strong analytical skills.
• Excellent verbal and written communication skills, with the ability to provide clear, concise, and constructive feedback.
• Proficiency in using quality assurance software, CRM systems (e.g., Zendesk, Salesforce), and data analysis tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Strong problem-solving abilities and a commitment to continuous improvement.
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative.
• 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.
• Prior experience in customer service or support is a plus.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.