Title:  Training and Quality Manager

#BeMore

Training and Quality Manager

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

What is your mission?

As Vendor Training & Quality Manager (TQM), you’ll lead and sustain training and QA operations for vendor teams supporting a world class ad marketplace on social media, ensuring smooth execution and top-tier performance. Your responsibilities include:

Quality Assurance (≥75% focus)

• Oversee audit sample assignment, audit completion, re‑audits, feedback review, coaching, calibration, appeals resolution, and dashboard updates on defined cadences (e.g., audit Wednesdays, coaching Thursdays).
• Prepare QA performance and Business Review decks, and maintain alignment with the client teams bi‑weekly  .
• Monitor QA proficiency through re‑audit and calibration programs; implement action plans or talent replacement strategies as needed.

Training & Onboarding (Remaining Time ~25%)

• Manage QA and training onboarding: certification, shadowing, ramp-up schedules for Athena and Live Chat systems.
• Coordinate with SMEs to identify knowledge gaps, refresh content, and run training sessions.
• Maintain training materials, schedules, and track completion via learning management systems.
• Represent vendor team in weekly training–quality sync meetings; raise issues and ensure follow-up.

Operational Support

• Manage internal vendor processes: attendance, leave, facilities, access.
• Execute capacity planning, QA-to-coach scheduling, SOP updates, and curriculum improvements.

Who are we looking for?

• Bachelor’s degree or higher.
• 2+ years in QA, training, or quality management, ideally in BPO/tech or contact center settings  .
• Hands-on experience with quality audit, root-cause analysis, calibration, re‑audits, and coaching.
• Strong facilitation and curriculum design skills; knowledge of adult learning best practices.
• Excellent data analysis, process documentation, and SOP management abilities.
• Fluent in English; excellent communication and stakeholder engagement skills.
• Ability to build strong vendor and client relationships.

Who is TDCX?

TDCX is a global CX leader delivering advanced customer experience, digital marketing, and content moderation services, supporting major brands worldwide with more than 20,000 employees across 39 locations  .

✅ Why Join Us?

• Competitive pay, flexible work arrangements, and strong medical coverage  
• Access to world-class offices in Barcelona with easy public transport connections  
• Structured learning, mentoring, and personal development programs  
• Vibrant, inclusive culture focused on innovation and employee growth