Quality Assurance Analyst - Process & CX Improvement

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

Benefits offered by this job

Attractive remuneration and great per​

Comprehensive medical, insurance, and社

World-class workspaces

Flexible working arrangements

Coaching and mentoring from experts

Join a global company with awards

Job summary

TDCX is seeking a Quality Manager to lead monitoring of agent performance, provide actionable feedback, and drive QA process improvements. You will analyze reports, collaborate with QA and operations teams, and implement standards to elevate customer service quality across channels.

Ideal candidates bring strong English communication skills, experience in quality audits, and the ability to train teams in a fast-paced BPO environment. Flexible working arrangements are offered.

Qualifications

• 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.
• Experience in quality audit, root cause analysis, calibration, and process improvement initiatives.
• Knowledge of quality terms, tools, and methodologies.
• Ability to train and develop new and existing support agents.
• Excellent organizational, time management, customer service and problem-solving skills.
• 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 company policies and regulations.
• Provides structured 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 clients.
• Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement standards that enhance service delivery and customer experience.
• Works with Operations, Training and Clients to develop evaluation programs targeting account objectives and uncover root causes with actionable insights for performance improvement.
• Uses Call Center Tools and Client Systems to gather data and analyze trends affecting quality performance.
• Performs other duties as assigned to maintain the Quality Management System.

Skills

Quality audit

Root cause analysis

Calibration

Process improvement

Training agents

Organizational skills

Time management

Customer service

Problem solving

English communication

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree

Tools

Call Center Tools

Client Systems

Job description

TDCX is seeking a Quality Manager to lead monitoring of agent performance, provide actionable feedback, and drive QA process improvements. You will analyze reports, collaborate with QA and operations teams, and implement standards to elevate customer service quality across channels.

Ideal candidates bring strong English communication skills, experience in quality audits, and the ability to train teams in a fast-paced BPO environment. Flexible working arrangements are offered.