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Quality Assurance Specialist_Spontaneous Application

Date: 05-Sep-2021

Location: ES

Company: TDCX

#BeMore

Are you interested in being part of our pool of candidates and stay up to date with our latest job opportunities? Do you have experience monitoring calls and/or chats as well as customer service performance to make sure it complies with the company's policies? Do you love creating and utilizing processes to drive your decisions and helping people to identify learning opportunities? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

 

We will have a number of staggered start dates in 2021 for QA who are looking for a long-term career. Upload your CV now to start your #BeMore journey today and we will get in touch once a suitable role comes through.

Top Reasons to work with TDCX

  • 25 years of experience and more than 270 industry awards 
  • Work with international talents
  • Exposure to the world's most loved brands
  • Premium and Instagrammable workspaces
  • Career development programs. Yes! Opportunities to move sideways or to leadership positions will be there for those who overachieve expectations
  • A positive culture for you to #BeMore at work
  • Full payment of salary and benefits from day one, including training and onboarding time
  • Electable perks such as: Restaurant tickets, health insurance, and gym membership
  • Life Insurance
  • Strong and continuous learning is encouraged to help you grow
  • You will be working from our office in Poblenou which is within walking distance from the beach 
  • Fun engagement activities to get to know your colleagues
  • Free coffee and tea with fresh daily fruit
  • A sunny terrace with ping pong 
  • Health and wellness activities to stretch away the stress
  • 24 vacations days per year
  • Get in quickly thanks to our highly accessible central location. Onsite parking for bicycles included
  • Want to bike to work or eager to scoot out for a lunchtime run but still look fresh? Done. We have showers!
  • We also offer a modern working environment and free Spanish lessons to help you immerse into the Barcelona life

What is your mission?

Reporting to the Operations Manager, as a Quality Assurance Specialist, you are to ensure and evaluate employee's behavior and customer service performance is compliant with the client and the company's policies and business agreements. You will provide structure and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities in the employees to deliver a #happier customer experience to their clients.

Your performance will be measured on how well you:

  • Lead and participate in calibration sessions with Operations and Training and call listening programs with clients to identify best practices and areas for improvement
  • Assist in developing, creating, and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design a new training module
  • Collaborate with call team members to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
  • Prepare and analyses quality reports for review with the management team and clients
  • Work in partnership with Operations, Training, and Clients in developing and/enhancing evaluation programs that are targeted to the objectives of the account and will unearth the root cause of issues, possible solutions and provide actionable insights for performance 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.

 

You will be put through a very dynamic 2-3 weeks onboarding and training plan on our TDCX Culture, shadowing sessions, and state-of-the-art CRM systems. (By the way, be ready to make some good friends during this time!)

 

Who are we looking for?

  • Effective written and oral fluency in English, including presentation skills
  • Experience in a similar role in a contact center/BPO
  • Strong knowledge of quality evaluation and customer service metrics
  • Strong time management skills and motivation to exceed expectations. But nothing beats the commitment to yourself to be as good as you possibly can. We'll help you achieve this goal
  • Excellent communication, organizational, and client-service skills
  • Attention to detail and desire to follow procedures
  • Ability to work effectively with clients and cross-functional teams
  • Enjoy working in a fast-paced environment
  • Problem-solving and root cause analysis skills

*Applicants must have a valid EU passport/Working Visa

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, Philippines, Hong Kong, China, Japan, India, Romania, 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 outsourcing industry better for our people and our clients. Our company has won over 270 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.


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