Global QA & Process Improvement Lead

TDCX, Inc.; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

Insurance & social security

World-class workspaces

Learning & development plans

Coaching and mentoring

Job summary

TDCX, Inc. is seeking a Quality Assurance professional in the Philippines to monitor agent performance, provide actionable feedback, and analyze quality data.

You will collaborate with QA teams and operations to enhance service quality and client satisfaction while ensuring compliance with policies and regulations. The role requires experience in QA processes, strong communication in English, and a structured approach to problem-solving in a fast-paced environment.

Qualifications

• 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

Responsibilities

• 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 targeted to the account objectives and to unearth root causes of problems 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 assigned to you by management to maintain the Quality Management System of TDCX

Skills

Quality audits

Root cause analysis

Process improvement

Coaching / training

Organizational skills

Time management

Customer service

English communication

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree

Postgraduate Diploma or Professional Degree

Tools

Call Center Tools

Client Systems

Quality Management Software

Job description

TDCX, Inc. is seeking a Quality Assurance professional in the Philippines to monitor agent performance, provide actionable feedback, and analyze quality data.

You will collaborate with QA teams and operations to enhance service quality and client satisfaction while ensuring compliance with policies and regulations. The role requires experience in QA processes, strong communication in English, and a structured approach to problem-solving in a fast-paced environment.