Urgent! Assistant Customer Experience Expert (QA)

TDCX Malaysia; Kuala Lumpur; In loco; MYR 60.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Medical

Dental

Vision

Bonus and Commission Plan

Descrizione del lavoro

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.

Mansioni

• 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.

Descrizione del lavoro

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, T raining 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 T ools 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 T DCX.

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

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 delivers robust coverage across Asia, Europe, and the U.S.

Perks and benefits Medical Miscellaneous allowance Dental Vision Incentive, Bonus and Commission Plan, Life-long Le

What can I earn as a Customer Experience Specialist