Customer Experience Officer (QA, Contact Centre, East)

TDCX (SG) PTE. LTD.; Singapore; On-site; SGD 42,000 - 64,000; Full time

Benefits offered by this job

Remuneration

Medical coverage

Workspaces

Flexible work

Mentorship

Global awards

Job summary

TDCX is seeking a Quality Assurance professional to monitor and improve contact centre performance across partner brands. You will analyze customer interactions, provide actionable feedback, and help drive QA standards across the organization.

Ideal candidates have strong Excel/PowerPoint skills, two years in a contact centre, and proven ability to train agents while maintaining high customer service quality in a dynamic environment.

Qualifications

• At least two years of relevant contact centre or service-industry experience.
• Strong English and local language communication skills.
• Good knowledge of MS Excel and PowerPoint; basic reports.
• Experience in quality audits, root cause analysis, and process improvements.

Responsibilities

• Performs all channel monitoring to evaluate employee behavior and customer service performance.
• Provides structured feedback and recommendations to address gaps.
• Prepares internal and external quality reports for stakeholders and clients.
• Collaborates with QA team to identify and streamline processes for better service delivery.
• Develops evaluation programs with Operations, Training and Clients to meet account objectives.
• Uses call center tools and client systems to analyze trends affecting quality performance.
• Performs other duties to support the Quality Management System at TDCX.

Skills

Customer service

Communication

Time management

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, we’ll enable 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 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?

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
• 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 and motivation to exceed expectations.
• Comfortable working with computers and multiple systems.