Title:  Global Quality Assurance Lead

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?

The Global Quality Assurance Lead at TDCX is responsible for defining, driving, and governing the global Quality Assurance strategy across all delivery locations, accounts, and service lines. This role ensures consistent quality standards, client-specific performance excellence, and continuous improvement across CX operations while balancing client SLAs, compliance requirements, and agent experience.

The Global QA Lead partners closely with Operations, Training, Workforce Management, Client Solutions, and Technology teams to embed quality into day-to-day operations and support scalable, high-performing global delivery.

Global QA Strategy & Governance

• Define and own the global QA framework, standards, and governance model across all TDCX delivery sites
• Establish consistent quality methodologies, calibration processes, scoring models, and audit standards
• Ensure alignment of QA practices with client contracts, SLAs, and regulatory requirements

Quality Performance & Delivery Excellence

• Oversee quality monitoring, evaluation, and calibration across programs and regions
• Ensure quality is embedded across the agent lifecycle: onboarding, nesting, production, and ongoing performance
• Drive reduction in defect leakage, repeat contacts, and customer dissatisfaction
• Support new client launches, transitions, and ramp-ups with robust QA readiness

Leadership & Team Management

• Lead and develop global and regional QA teams, including QA managers, analysts, and specialists
• Build QA capability through training, coaching, certification, and career development programs
• Act as the global escalation point for quality risks, client issues, and audit findings

Stakeholder & Client Partnership

• Serve as a trusted quality advisor to internal leaders and external clients
• Lead client calibrations, business reviews, and quality governance forums
• Translate client expectations into actionable quality metrics and improvement plans

Analytics, Insights & Continuous Improvement

• Define global QA KPIs, dashboards, and reporting standards
• Leverage data and root cause analysis to identify systemic quality gaps
• Partner with Training, WFM, and Operations to implement targeted improvement initiatives
• Drive standardization and automation of QA processes and tools

Compliance & Risk Management

• Ensure compliance with client policies, data privacy, security, and regulatory standards
• Support internal and external audits and remediation actions
• Maintain documentation and evidence required for quality and compliance reviews

Who are we looking for?

• Bachelor’s degree in Business, Operations, Communications, or a related field
• 10+ years of Quality Assurance experience in a BPO, CX, or outsourced services environment
• Proven experience leading multi-site, multi-region QA teams
• Strong understanding of contact center QA frameworks, CX metrics, and service excellence models
• Experience managing client-driven quality standards and contractual obligations
• Experience in global BPO environments (CX, Trust & Safety, Content Moderation, AI Operations)
• Familiarity with QA tools and platforms (e.g., NICE, Verint, Playvox, Observe.AI)
• Experience with COPC, ISO, or other quality/compliance frameworks
• Lean Six Sigma, QA, or CX-related certifications

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.