Customer Experience Officer (QA, Contact Centre, East)

TDCX (SG) PTE. LTD.; Singapore; On-site; SGD 40,000 - 60,000; Full time

Job summary

A leading service provider in Singapore is looking for a Quality Assurance Specialist to help deliver excellent service to partner brands. Responsibilities include monitoring service performance, providing actionable feedback to improve quality, and collaborating with teams to enhance evaluation programs. Candidates should possess a GCE ‘A’ level or Diploma, have at least 2 years in contact center or service industry, and be skilled in MS Excel and PowerPoint. This role offers attractive remuneration and great perks.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

Qualifications

• At least two years of relevant experience in a contact center or service industry.
• Good knowledge of MS Excel and PowerPoint for basic report preparation.
• Experience in quality audit and root cause analysis.

Responsibilities

• Perform channel monitoring and evaluate service performance.
• Provide feedback to address skills and knowledge gaps.
• Analyze quality reports for internal stakeholders.

Skills

Customer service skills

Time management

Problem-solving

Communication skills in English

Analytical skills

Education

GCE ‘A’ level or Diploma

Tools

MS 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 possiblewhen human expertise meets technology. Together,Resolution= enables the future — starting with yours.

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning andscheduler reinforcement or 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?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• 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
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• 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?

• Candidate must possess at least a GCE ‘A’ level/ Diploma in any field.
• At least two (2) years of relevant working experience in handling contact centre cases in a call centre or service industry environment.
• Good knowledge of MS Excel and PowerPoint with knowledge on basic reports preparation.
• 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.
• Strong time management skills andгәр motivation to exceed expectations.
• Comfortable working with computers and multiple systems.