Title:  Customer Experience Manager (Quality Manager)

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?

• Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to Coinbase contract agreement.
• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance.
• Establish quality governance process with Coinbase and operations to ensure effective communication and organization
• Works with client on change management process, tools enhancements, and work flow amendments
• Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement
• Drive investigation of highly sensitive issues affecting Coinbase, working with different teams to understand why and what happened
• Bring innovation ideas and help Coinbase create work process standardization
• Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
• Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.
• Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
• Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity
• Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers
• 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 Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferable with minimum of 3 years in Quality Management role
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
• Knowledge of Quality terms, tools, and methodologies
• 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
• Requires analysis and solving of moderately complex problems.
• May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
• Provide expertise and insight into complex areas of process workflows
• Available to be leveraged as a resource (if available capacity) for project management, change management and transitions
• Develop and mentor people, act as a career counselor and create a high performing organization (foster relationships, resolve conflicts, etc.)
• The QA Program Specialist resources will be leveraged by delivery teams to:
  • Provide early warning of execution issues 
  • Reinforce effective program, project and unit management
  • Provide an objective review of adequate delivery discipline and rigorPoint of contact of program expertise on work flowsRoll-out requirements for capability development and the maintenance of QA skills and expertiseDriving reporting and analytics requirements for quality delivery management
  • Collaborate with internal and external stakeholders
  • Facilitate and administer performance / recognition feedback
  • Participate in program development and continuous improvement initiatives
• Job Requirements
  • Complexity
  • Requires analysis and solving of moderately complex problems. May create new solutions, leveraging and, where needed, adapting existing methods and procedures.
  • Requires understanding of the strategic direction set by senior management as it relates to team goals.
  • Internal and external stakeholder management
  • Manages small teams and/or work efforts at a client

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.