Quality Assurance Specialist - CX & Process Improvement

TDCX Malaysia; Manila; Sur place; PHP 300 000 - 500 000; Plein temps

Résumé du poste

TDCX Malaysia is relocating the Quality Assurance role to Malaysia. The candidate will perform channel monitoring to evaluate employee behavior and customer service performance, ensuring compliance with company policies and laws.

The position involves providing actionable feedback to close skills gaps and enhance overall service quality. You will collaborate with the QA team, Operations, Training and Clients to streamline QA processes and implement standards that improve customer experience.

Qualifications

• Experience in monitoring employee behavior and customer service performance.
• Ability to prepare and analyze quality reports for internal stakeholders and clients.
• Collaborates with QA and Operations to streamline QA processes and implement standards.
• Knowledge of quality management systems and process improvement.

Responsabilités

• Perform channel monitoring to evaluate behavior and service performance.
• Provide structured feedback and recommendations to address skills gaps and opportunities.
• Prepare and analyze internal and external quality reports for review with stakeholders/clients.
• Collaborate with QA team to identify and streamline QA processes and implement standards.
• Work with Operations, Training and Clients to develop and enhance evaluation programs.

Connaissances

Quality assurance

Root cause analysis

Customer service

Process improvement

Outils

Call Center Tools

Client Systems

Description du poste

TDCX Malaysia is relocating the Quality Assurance role to Malaysia. The candidate will perform channel monitoring to evaluate employee behavior and customer service performance, ensuring compliance with company policies and laws.

The position involves providing actionable feedback to close skills gaps and enhance overall service quality. You will collaborate with the QA team, Operations, Training and Clients to streamline QA processes and implement standards that improve customer experience.