Customer Experience Officer [Quality Audit | Verint Speech | Call Centre]

TDCX Singapore; Singapore; On-site; USD 40,000 - 80,000; Full time

Job summary

An award-winning BPO company is seeking dedicated professionals to join their dynamic team. In this role, you will monitor and evaluate employee performance, provide structured feedback, and collaborate with various teams to enhance customer experience. With a focus on continuous improvement, you will have the opportunity to work with leading brands in a supportive environment. The company offers attractive remuneration, comprehensive benefits, and a positive culture that encourages personal and professional growth. If you're ready to unleash your potential and make a difference, this is the perfect opportunity for you.

Benefits

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Engaging activities

Strong learning and development plans

Flexible working arrangements

Coaching and mentoring

Qualifications

• 2+ years of relevant experience in quality audits and process improvement.
• Strong knowledge of quality tools and methodologies.

Responsibilities

• Monitor employee behavior and customer service performance.
• Collaborate with QA team to enhance service delivery.

Skills

Quality Audits

Root Cause Analysis

Process Improvement

Verint Speech Analytics

Organizational Skills

Time Management

Customer Service

Problem-Solving

Communication Skills

Education

Bachelor's Degree

Advanced Diploma

Tools

Call Center Tools

Quality Management System

Job description

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with this company, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with diverse, talented people. Be at home, belong, and start your journey to #BeMore!

Top Reasons to work with this company

• 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 culture for you to #BeMore at work
• Easy-to-locate area with direct access to public transport
• Flexible working arrangements
• Coaching and mentoring by industry experts
• Join a global company, winner of numerous industry awards

What is your mission?

• Perform channel monitoring to evaluate employee behavior, customer service performance, and compliance with company policies and regulations
• Provide structured feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities
• Prepare and analyze internal and external quality reports for review with stakeholders and clients
• Collaborate with call quality team members and QA Manager to streamline QA processes and enhance service delivery and customer experience
• Develop and improve evaluation programs aligned with account objectives, working with Operations, Training, and Clients to identify root causes and implement strategic solutions
• Utilize call center tools and client systems to gather data and analyze trends impacting quality performance
• Perform other duties as assigned by management to support the continuous improvement of the Quality Management System

Who are we looking for?

• Candidate must possess at least an advanced/higher/postgraduate diploma, bachelor's degree, or professional degree in any field
• Preferably with 2+ years of relevant experience
• Experience in quality audits, root cause analysis, calibration, and process improvement initiatives
• Experience with Verint Speech Analytics is preferred
• Knowledge of quality tools, terms, and methodologies
• Ability to train and develop support agents
• Excellent organizational, time management, customer service, and problem-solving skills in a dynamic environment
• Strong verbal and written communication skills in English and the supporting market's language

Additional Information

• Working hours: Mondays to Fridays, 8:30 am to 6:00 pm SGT