Customer Experience & Quality Leader

TDCX Malaysia; Malaysia; On-site; MYR 70,000 - 90,000; Full time

Job summary

A leading global BPO company is seeking a Customer Experience Manager to implement a quality strategy and conduct audits. This role requires at least 3 years' experience in quality management and proficiency in root cause analysis. The ideal candidate will excel in communication and organizational skills, focusing on enhancing customer experiences. Join a vibrant team at a company that supports growth and innovation in Malaysia, offering competitive benefits and a dynamic work environment.

Benefits

Medical coverage

Dental benefits

Vision care

Incentives and bonuses

Life-long Learning opportunities

Qualifications

• Minimum of 3 years in a Quality Management role.
• Experience in quality audit and process improvement initiatives.
• Excellent verbal and written communication skills.

Responsibilities

• Implement overall quality strategy to monitor decision accuracy.
• Conduct root cause analysis and recommend improvement plans.
• Perform quality checks on service interactions.

Skills

Quality Management

Root Cause Analysis

Training and Development

Organizational Skills

Problem Solving

Communication Skills

Education

Advanced/Higher/Graduate Diploma or Bachelor's Degree in any field

Job description

A leading global BPO company is seeking a Customer Experience Manager to implement a quality strategy and conduct audits. This role requires at least 3 years' experience in quality management and proficiency in root cause analysis. The ideal candidate will excel in communication and organizational skills, focusing on enhancing customer experiences. Join a vibrant team at a company that supports growth and innovation in Malaysia, offering competitive benefits and a dynamic work environment.