Quality Assurance (To be relocated in Malaysia)

TDCX Malaysia; Manila; On-site; PHP 300,000 - 500,000; Full time

Job summary

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.

Responsibilities

• 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.

Skills

Quality assurance

Root cause analysis

Customer service

Process improvement

Tools

Call Center Tools

Client Systems

Job description

Quality Assurance (To be relocated in Malaysia)

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 in partnership with Operations, T raining and Clients in developing and/enhancing evaluation programs

that’s targeted to the objectives of the account and will unearth root cause of the problems, possible

solutions and provide actionable insights for performance improvement

Uses Call Center T ools and/or Client Systems to gather data and analyze trends or patterns affecting quality

performance

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 T DCX.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Your application will include the following questions:

• Which of the following statements best describes your right to work in the Philippines?
• What's your expected monthly basic salary?
• How many years' experience do you have as a Customer Experience Specialist?
• Which of the following types of qualifications do you have?
• How many years of Process Quality Management experience do you have?
• Do you have Root Cause Analysis experience?
• Do you have customer service experience?

Information Technology Services 1,001-5,000 employees

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

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 delivers robust coverage across Asia, Europe, and the U.S.

Who is TDCX?

Singapore-based TDCX is a global business process outsourcing (BPO) leader, offering advanced customer experience (CX) solutions, sales and digital marketing services, and content moderation. It caters to industries such as digital advertising, social media, e-commerce, fintech, gaming, healthtech, media, technology, and travel & hospitality.

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 delivers robust coverage across Asia, Europe, and the U.S.

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