Customer Experience Officer (Mandarin Market, Greater China)

TDCX; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A global business process outsourcing leader in Singapore is seeking an experienced quality assurance professional to join the Project team. You will ensure quality standards for sales representatives and liaise with stakeholders, helping to enhance customer experience. Ideal candidates have experience in outbound contact centers and a passion for maintaining high-quality service standards. The role offers opportunities for personal growth and comprehensive benefits.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

World-class workspaces

Qualifications

• 1 to 2 years’ experience in quality assurance in an outbound contact center sales environment.
• Expert familiarity with quality review in sales environment.
• Ability to conduct skills gap analysis and provide actionable feedback.

Responsibilities

• Drive accountability with teams to meet QA performance goals.
• Ensure timely completion of weekly quality audits.
• Manage client customer satisfaction and feedback.

Skills

quality assurance

communication with management

multi-tasking

analytical abilities

coaching and feedback

Excel/PowerPoint

Job description

Enable your future

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, great perks, and performance incentives
• Comprehensive medical, insurance, or 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 locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

We are looking for an experienced quality assurance/customer experience professional to join our Project team. The specialist will be responsible for the quality and customer experience of the sales representative ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. Ability in liaising with various stakeholders in order to leverage synergies between Operations, Training and Quality is critical to success to build a center of excellence.

You are also required to perform these job functions:

• Drive accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis. This includes:
• Ensuring timely completion of weekly quality audits
• Regular attendance to Bi-weekly calibration sessions
• Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits
• Partners closely with client’s internal/external teams to ensure that decisions made by Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.
• Monthly Master/Language Calibration sessions with External Auditors and Clients to ensure alignment across different sites
• Dispute management, bridging the gap between Operations and External Auditors, providing regular feedback/updates to both parties
• Stay up to date on product knowledge and processes.
• Passionately tell the story of why Quality matters, build consensus, and inspire others.
• Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert.
• Perform other duties and responsibilities that may be assigned to you by the management 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?

• 1 to 2 years’ experience preferred in quality assurance role in an outbound contact center sales environment.
• Expert familiarity with quality review in sales environment.
• Comfortable communicating with all levels of management (including internal and external stakeholders)
• Demonstrated proficiency in multi-tasking and prioritization.
• Clearly demonstrated passion for ensuring the success of company culture of excellence and commitment to quality.
• Strong practical experience with Excel/Powerpoint (PivotTable, Charts) is a plus. There will we weekly and/or monthly reports for the clients to show progress.
• COPC/Six Sigma Qualifications is a plus
• Excellent analytical abilities as demonstrated by gathering, analyzing and delivering information in both verbal and written formats.
• Ability to provide balanced coaching and feedback to develop employees/agents.
• Ability to conduct skills gap analysis and provide actionable feedback to training team.
• Excellent verbal and written communication skills in English and the language of supporting market such as Traditional/ Simplified Chinese to support native clients in the Greater China region.

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.

Visit www.tdcx.com for more info.