Global QA & Process Excellence Lead

TDCX, Inc.; Philippines; On-site; PHP 600,000 - 900,000; Full time

Benefits offered by this job

Attractive pay

Medical coverage

Flexible work

Mentoring

Global company

Public transport access

Awards & recognition

Career growth

Job summary

TDCX, Inc. in the Philippines is seeking a Quality Assurance Manager to lead channel monitoring, assess employee behavior and customer service performance, and ensure compliance with company policies and applicable laws.

You will provide structured feedback, drive root cause analysis, and collaborate with operations, training, and clients to improve QA processes and service delivery. Experience in QA methodologies and training abilities is required.

Qualifications

• Advanced/Graduate Diploma or higher required
• Minimum 2 years in quality/audit roles preferred
• Experience with QA tools and methodologies
• Strong English communication skills, both verbal and written

Responsibilities

• Performs channel monitoring to evaluate employee behavior and customer service performance against policies and laws.
• Provides structured feedback and recommendations to address gaps and opportunities.
• Prepares internal and external quality reports for stakeholders and clients.
• Collaborates with QA team and managers to improve processes and standards.
• Works with Operations, Training and Clients to develop and enhance evaluation programs.
• Uses QA tools and client systems to analyze trends affecting quality performance.

Skills

Quality audit

Root cause analysis

Process improvement

Training and development

Quality metrics

Education

Bachelor's degree or higher

Tools

Call Center Tools

Job description

TDCX, Inc. in the Philippines is seeking a Quality Assurance Manager to lead channel monitoring, assess employee behavior and customer service performance, and ensure compliance with company policies and applicable laws.

You will provide structured feedback, drive root cause analysis, and collaborate with operations, training, and clients to improve QA processes and service delivery. Experience in QA methodologies and training abilities is required.