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Quality Assurance Manager

Date: 30-Dec-2020

Location: JP

Company: TDCX

The Intro
Top Reasons to work with TDCX

• Attractive Remuneration.

• Comprehensive Medical Care and Insurance Coverage.

• Premium and Instagrammable workspaces

• Get engaged and recognized with our Engagement and Recognition Program.

• Getting coached and mentored by experts in your field.

• Fun and flexible working arrangements.

• Easy to locate area with direct access to public transport.

• Incredible opportunities for you to develop your personal and professional skillsets.

• 25 years of experience and more than 200 industry awards

• Our culture believes in the power of teamwork, initiative, courage, innovation, and trust, for you to #BeHappier at work.

What is your mission?

• Manage and utilize metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS and Contact Rate.

• Work with direct reports to find learnings from real life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.

• Monitor costs and losses incurred by managing team’s contribution to the greater Customer Experience budget.

• Ensure employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.

• Maintain ultimate responsibility for team structure, recruiting, on-boarding and training by working with outmost leadership, direct reports and other business partners.

• Use learnings from team members to identify opportunities and advocate for product improvements that support the team’s strategy and the needs of the customer.

• 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 3 - 5 years of working experience in the related field is required for this position

• Excellent understanding of contact centre operation

• Sound knowledge of customer satisfaction, Net Promoter Score and quality programs

• Organizational and time management skills

• Effective facilitation skills in client and staff meetings

• Excellent verbal and written communication skills in English and the language of supporting market

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Philippines, Malaysia, Thailand, Hong Kong, China, Japan, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales. We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients. Our company has won over 200 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

Job Segment: Quality Assurance, Quality Manager, QA, Manager, Technology, Quality, Management