Customer Experience QA Specialist

TDCX Malaysia; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Bonus and Commission Plan

Job summary

TDCX Malaysia is seeking a Customer Experience Specialist in Kuala Lumpur to monitor and improve customer service performance and adherence to company policies and regulations. You will collaborate with QA, Operations and Clients to design evaluation programs, identify root causes and deliver actionable insights to uplift service quality.

The role involves data analysis using call center tools and contributing to the Quality Management System for ongoing process improvement.

Responsibilities

• Monitor call quality to evaluate employee and customer service performance.
• Provide structured feedback and recommendations to address gaps.
• Prepare and analyze quality reports for internal stakeholders.
• Collaborate with QA team to improve QA processes and standards.
• Develop evaluation programs with Operations, Training and Clients.
• Identify root causes, propose solutions and insights for performance improvement.
• Use Call Center tools to gather data and analyze trends.
• Support continual improvement of the Quality Management System.

Job description

TDCX Malaysia is seeking a Customer Experience Specialist in Kuala Lumpur to monitor and improve customer service performance and adherence to company policies and regulations. You will collaborate with QA, Operations and Clients to design evaluation programs, identify root causes and deliver actionable insights to uplift service quality.

The role involves data analysis using call center tools and contributing to the Quality Management System for ongoing process improvement.