Global Support Quality Lead (Manila)

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

Global Support Quality Lead (MANILA)

Company : Tdcx Job Type : Full Time Philippines

Job Description - Global Support Quality Lead (MANILA)

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• Partners with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives
• Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring
• Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
• Perform quality spot checks of service tickets, phone calls, and other customer intractions to ensure that all applicable standards are met or exceeded.
• Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
• 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 a 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, and able to provide insights analysis for client business review.
• Demonstrated ability to coach 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

About 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 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com .