Quality Assurance & Improvement Specialist

TDCX, Inc.; Philippines; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

Attractive remuneration and great perk

Comprehensive medical, insurance, and

World-class workspaces

Flexible working arrangements

Job summary

TDCX, Inc. is seeking a Quality Assurance professional in the Philippines to monitor and evaluate customer service performance and ensure compliance with policies and laws.

The role includes providing actionable feedback, analyzing quality reports, and collaborating with QA and Operations teams to improve processes. The ideal candidate has at least a diploma or bachelor's degree, with 2 years of related experience in quality audits and a solid understanding of quality tools.

Qualifications

• Requires advanced/graduate diploma or bachelor's degree or higher.
• Preferably 2 years of related work experience.
• Experience in quality audits and calibration.
• Strong knowledge of quality tools and methodologies.

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 with Operations, Training and Clients in developing/evaluating evaluation programs to meet account objectives and uncover root causes for improvement.
• Uses Call Center Tools and Client Systems to gather data and analyze trends affecting quality performance.
• Performs other duties as assigned to support the Quality Management System.

Skills

Quality audit

Root cause analysis

Process improvement

Calibration

Training others

English communication

Time management

Organizational skills

Education

Bachelor's degree

Job description

TDCX, Inc. is seeking a Quality Assurance professional in the Philippines to monitor and evaluate customer service performance and ensure compliance with policies and laws.

The role includes providing actionable feedback, analyzing quality reports, and collaborating with QA and Operations teams to improve processes. The ideal candidate has at least a diploma or bachelor's degree, with 2 years of related experience in quality audits and a solid understanding of quality tools.