QA Expert

TDCX; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading BPO company in Kuala Lumpur is seeking a Quality Assurance Specialist to monitor service performance, provide feedback, and enhance quality processes. Candidates should possess a relevant degree and ideally have 2 years of experience in quality assurance. Excellent communication skills in English are essential. The role involves collaboration with teams to improve service delivery and client satisfaction.

Benefits

Attractive remuneration

Comprehensive medical coverage

Performance incentives

Flexible working arrangements

Qualifications

• Experience in quality audit and root cause analysis.
• Knowledge of quality terms, tools, and methodologies.
• Excellent verbal and written communication skills in English.

Responsibilities

• Evaluate employee behavior and customer service performance.
• Prepare and analyze internal and external quality reports.
• Identify and streamline QA processes.

Skills

Quality audit

Root cause analysis

Process improvement

Training and development

Organizational skills

Problem-solving skills

Communication skills

Education

Advanced/Higher/Graduate Diploma or Bachelor's Degree

Job description

Overview

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#BeMore
Do you aspire 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
• 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?

Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations

Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities

Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients

Collaborates 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

Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement

Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance

Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and 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, Professional Degree in any field.
• Preferable with 2 years of working experience in the related field is required for this position
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
• 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 supporting market

Who is TDCX?

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 39 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What’s your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as a Quality Assurance Specialist?
• Which of the following languages are you fluent in?
• How much notice are you required to give your current employer?
• Are you available for shift work?

What can I earn as a Quality Assurance Specialist

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