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Title:  Training and Quality Manager

Posted Date:  1 Jul 2025

#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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