Title:  Learning & Development Expert

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?

• Manage overall training requirements, ensure sufficient training resources are available to roll out required new hire induction and Coinbase program training. Flag resource constraints timely to allow alignment of training plans with training resource capacity.
• Ensure continuous improvement of Service Provider and Coinbase program training materials and overall curriculum in close collaboration with Coinbase training and outsourcing team.
• Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Service Provider and the Coinbase team.
• Develop materials according to process standards.
• Collaborates with quality team on learning opportunities derived from quality audit, call calibration and client feedback
• Evaluate and revisit training materials to ensure relevance and content is up to date.
• Creates process knowledge test, track and monitor learning improvements
• Deploy process changes, updates, and workflow improvements from Coinbase
• Provide oversight on content revisions, given feedback from Coinbase subject matter experts.
• Provides classroom training, fulfill refresher trainings, and upskilling
• Ensures training performance are tracked and delivered based on Coinbase requirements.
• Monitor course assessments and manage employees during in process training
• Provide thought leadership to training and policy teams re process/curriculum and content improvement opportunities.
• Develop new training programs / manuals, multimedia visual aids, and other educational materials
• Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness
• Drive / co-drive service quality initiatives for continuous service standards improvement
• 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 an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in related field.
• Preferable with minimum of 3 years in Quality Management role.
• 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
• Conduct Root Cause Analysis for quality issues
• 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.)
• Proficient in the use of Microsoft Office programs
• Strong communication and interpersonal skills
• Excellent presentation skills and training delivery, with knowledge of various training methodologies
• Competent in e-content and design development, Excellent presentation skills and training delivery, with knowledge of various training methodologies
• Excellent verbal and written communication skills in English and the language of the supporting market
• 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 rigor
  • Point of contact of program expertise on work flows
  • Roll-out requirements for capability development and the maintenance of QA skills and expertise
  • Driving 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.