QA Lead with Turkish Spain Quality Assurance 11-February-2025

TDCX Group; Comunidad Valenciana; Presencial; EUR 25.000 - 45.000; Jornada completa

Descripción de la vacante

Join a forward-thinking company that is transforming the outsourced customer experience industry. This role offers an exciting opportunity to monitor and improve service quality while collaborating with diverse teams. You will be responsible for evaluating performance, providing actionable insights, and developing training programs that empower employees to excel. With a commitment to excellence and a culture that promotes growth, you will thrive in a dynamic environment that values your contributions. If you are passionate about quality assurance and customer service, this position is perfect for you.

Servicios

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Engaging activities

Strong learning and development plans

Flexible working arrangements

Coaching and mentoring by experts

Formación

• 2+ years of experience in quality audit and process improvement.
• Strong communication skills in English and local language.

Responsabilidades

• Monitor employee behavior and customer service performance.
• Provide feedback to address skills and knowledge gaps.
• Collaborate with teams to enhance evaluation programs.

Conocimientos

Quality Audit

Root Cause Analysis

Process Improvement

Training and Development

Customer Service Skills

Problem-Solving Skills

Organizational Skills

Time Management

Verbal Communication

Written Communication

Educación

Advanced / Higher / Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Herramientas

Call Center Tools

Descripción del empleo

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?

• Perform all channel monitoring to evaluate employee behavior and customer service performance and compliance with company policies and business laws and regulations.
• Provide structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
• Prepare and analyze internal and external quality reports for review with internal stakeholders and/or clients.
• Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.
• Work in partnership with Operations, Training, and Clients in developing and enhancing evaluation programs targeted to the objectives of the account and unearth root causes of problems, possible solutions, and provide actionable insights for performance improvement.
• Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.
• Any other duties and responsibilities assigned by management within your category of employment in the organization 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 an Advanced / Higher / Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Preferably with 2 years of working experience in the related field for this position.
• Experience in performing quality audit, root cause analysis, calibration, and process improvement initiatives.
• Knowledge of quality terms, tools, and methodologies.
• Demonstrated ability to train and develop new and existing support agents.
• Excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent interruptions.
• Excellent verbal and written communication skills in English and the language of the supporting market.

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.