Title:  Quality & CSAT Manager

#BeMore

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top Reasons to work with TDCX

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

Who are we looking for?

• Strong background in CSAT analysis & reporting specifically root cause analysis methodologies.
• Detail-oriented with a focus on metric improvement and delivering high-quality service.
• BA/BS degree or equivalent practical experience
• Language : English business level proficiency. Read, write and speak fluently with the ability to convey complex ideas clearly and effectively.
• 2.5-5 years of Digital Adv or Technical Customer Support/ Operations experience
• Preferred experience in a Contact Centre/Service program for any Advertising Tech company
• Fluent with any social media product usage and basic understanding of digital advertising.
• Strong understanding of advertising technology, digital marketing, and troubleshooting processes.

What is your mission?

• Generate regular CSAT and Quality reports by performing detailed root cause analysis to identify trends, patterns and key drivers of customer satisfaction and dissatisfaction.
• Collaborate with the operations team to identify recurring issues and process bottlenecks that affect quality and customer satisfaction.
• Convert analysis to insights and connect these to relevant operational, process, product & people opportunities.
• Develop improvement plans and drive actionable programs across internal operations for metric improvement.
• Track the progress of action plans and measure their impact on CSAT scores.
• Regularly communicate the status of quality and CSAT initiatives to relevant audiences.
• Develop and tailor root cause methodology and insight generation for the live chat program with a key focus on customer experience and satisfaction.

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.