Officer, Customer Experience (Japan Market)

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

Job summary

Join TDCX, a fast-growing BPO company, as a Quality Analyst. You will monitor performance, provide feedback, and enhance evaluation programs. We seek candidates with strong problem-solving and communication skills, offering attractive remuneration and growth opportunities.

Benefits

Attractive remuneration

Comprehensive medical coverage

Flexible working arrangements

Strong learning and development plans

Qualifications

• 2 years of working experience in related field preferred.
• Experience in quality audit and process improvement.

Responsibilities

• Monitor employee behavior and customer service performance.
• Provide feedback to address skills and knowledge gaps.
• Analyze quality reports for internal stakeholders.

Skills

Organizational Skills

Time Management

Customer Service

Problem Solving

Communication

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Call Center Tools

Job description

#BeMore

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

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

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?

Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations

Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.

Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.

Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.

Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.

Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are 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 ideal for this position. However, fresh graduates are encouraged to apply.

Experienced in performing quality audit, root cause analysis, calibration, process improvement initiative

Possesses 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 the supporting market.
Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.