Title: Training and Quality 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
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
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QA, Quality Assurance, Quality Manager, Marketing Manager, BPO, Technology, Quality, Marketing, Operations