Quality Assurance Specialist

TDCX Group

Philippines

On-site

PHP 420,000 - 660,000

Full time

3 days ago

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Benefits offered by this job

Attractive remuneration

Medical coverage

Social security

Flexible work arrangements

Learning & development

Mentoring

Job summary

TDCX, a Singapore-headquartered global BPO company, invites applications for a Quality Assurance role in the Philippines. The position involves monitoring agent performance and analyzing service quality to ensure compliance with company policies and legal regulations.

You will provide actionable feedback, help implement QA standards, and collaborate with Operations, Training and Clients to drive improvements.

Qualifications

Experience in quality auditing, root cause analysis, and calibration to drive process improvements.
Ability to train and develop new and existing support agents.
Strong knowledge of quality terms, tools, and methodologies.

Responsibilities

Performs channel monitoring to evaluate employee behavior and customer service performance according to policies and regulations.
Provides structured feedback and recommendations to address gaps and opportunities.
Prepares and analyzes internal and external quality reports for review with stakeholders/clients.
Collaborates with QA team and managers to streamline QA processes and standards.
Develops and enhances evaluation programs with Operations, Training and Clients to meet account objectives.
Uses Call Center Tools and Client Systems to gather data and analyze trends in quality.