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 and evolving the global QA strategy across all programs, with a strong focus on innovation, automation, and AI-driven quality transformation.

This role goes beyond traditional QA governance to continuously assess current QA frameworks, introduce best-in-class practices, and leverage technology to enhance quality monitoring, insights generation, and operational efficiency. The role partners closely with Operations, WFM, Training, Technology, and Clients to ensure scalable, intelligent, and data-driven quality management across global delivery.

Global QA Strategy, Innovation & Governance

• Define and lead the global QA strategy, integrating standardization, innovation, and automation
• Continuously assess existing QA frameworks across programs and identify opportunities for improvement and transformation
• Introduce best practices and future-ready QA models aligned with TDCX’s growth and client expectations
• Establish governance for consistent quality standards, calibrations, and evaluation methodologies globally

QA Transformation & Automation

• Drive automation of transaction monitoring, reducing reliance on manual QA sampling
• Evaluate and implement AI-powered QA tools (e.g., speech analytics, NLP, auto-scoring, sentiment analysis)
• Lead initiatives to enable 100% interaction monitoring through automation and analytics
• Partner with Technology teams to design scalable QA solutions and integrations

AI-Driven Insights & Advanced Analytics

• Leverage AI and analytics to generate actionable insights from customer interactions
• Identify trends, root causes, and systemic issues impacting quality and customer experience
• Translate QA data into business insights, operational improvements, and client value propositions
• Build predictive models to proactively identify risks (e.g., churn, escalations, compliance breaches)

Quality Performance & Continuous Improvement

• Oversee quality performance across all programs, ensuring alignment with SLAs and KPIs
• Drive reduction in defects, repeat contacts, and customer dissatisfaction
• Embed quality into the full lifecycle: onboarding, nesting, production, and continuous coaching
• Partner with Training and Operations to implement targeted improvement initiatives

Leadership & Capability Building

• Lead and develop global QA teams, including QA leaders, analysts, and specialists
• Build capabilities in digital QA, analytics, and AI-enabled quality management
• Foster a culture of innovation, continuous improvement, and data-driven decision-making

Stakeholder & Client Partnership 

• Act as a strategic advisor to clients on next-generation QA practices and innovation
• Lead client discussions on QA transformation, automation, and insights-led value creation
• Present quality trends, risks, and improvement strategies in business reviews

Compliance & Risk Management

• Ensure adherence to client, regulatory, and internal quality standards
• Support audits and ensure robust documentation and QA traceability
• Use AI tools to enhance compliance monitoring and risk detection

Who are we looking for?

• Bachelor’s degree in Business, Operations, Data Analytics, or related field
• 10+ years of QA experience in BPO / CX / outsourced environments
• Proven experience leading global QA teams and frameworks
• Strong experience in QA transformation, automation, or digital QA initiatives
• Hands-on exposure to AI, analytics, or speech/text analytics tools

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.