Quality Officer (MANILA)

TDCX Group; Philippines; On-site; PHP 420,000 - 660,000; Full time

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.

Skills

Quality auditing

Root cause analysis

Process improvement

Training & development

English communication

Education

Bachelor’s degree or higher

Tools

QA Tools

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future - starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• 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, Training 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 Tools 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 TDCX.

Who are we looking for?

• Candidate must possess at least a 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 is required for this position
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
• Knowledge of Quality terms, tools, and methodologies
• Demonstrated ability to train and develop new and existing support agents
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
• Excellent verbal and written communication skills in English and the language of supporting market

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, 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 provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com .

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