Global Support Quality Lead - CX Excellence & Coaching

TDCX, Inc.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Attractive remuneration

Medical insurance

Social security coverage

Direct public transport access

Flexible working arrangements

Learning and development programs

Job summary

TDCX, Inc. in Manila seeks a Global Support Quality Lead to oversee customer interactions quality and drive continuous improvement across the support teams. You will partner with managers to implement quality programs, monitor metrics, and mentor staff to enhance CX excellence.

We value experience in audits and data-driven improvements, with a focus on coaching and developing agents in a fast-paced BPO environment. The role offers a dynamic workplace with strong learning opportunities.

Qualifications

• Advanced/Higher/Graduate Diploma or Bachelor's degree or higher.
• 2 years of related field experience preferred.
• Experience in quality audit and root cause analysis.
• Knowledge of quality terms, tools, and methodologies.
• Ability to coach and develop support agents.
• Strong organizational and communication skills in English.

Responsibilities

• Deliver feedback to managers and agents regarding customer interactions and opportunities for improvement.
• Act as advisor to training dept. by identifying deficiencies and needs via call monitoring.
• Lead, mentor and develop team members to promote quality awareness and CX excellence.
• Perform quality spot checks of tickets and calls to ensure standards are met or exceeded.
• Compile and analyze data (scorecards, on-time delivery, performance metrics) to report trends and gaps.
• Execute other duties to maintain and improve the Quality Management System.

Skills

Quality audit

Root cause analysis

Coaching

Customer service

English communication

Problem solving

Education

Bachelor's Degree

Job description

TDCX, Inc. in Manila seeks a Global Support Quality Lead to oversee customer interactions quality and drive continuous improvement across the support teams. You will partner with managers to implement quality programs, monitor metrics, and mentor staff to enhance CX excellence.

We value experience in audits and data-driven improvements, with a focus on coaching and developing agents in a fast-paced BPO environment. The role offers a dynamic workplace with strong learning opportunities.