Global CX Quality Lead — Elevate Customer Experience

TDCX Group; Singapore; Hybrid; SGD 40,000 - 70,000; Full time

Benefits offered by this job

Attractive remuneration

Medical and social coverage

World-class workspaces

Learning and development plans

Global company with awards

Job summary

TDCX is a Singapore-headquartered, global BPO company delivering customer experience solutions, sales and digital marketing services. We are seeking individuals who can support quality initiatives, coach teams, and drive continuous improvement in customer interactions across markets.

The role focuses on auditing quality, performing root-cause analyses, coaching agents, and driving process improvements to elevate service standards.

Qualifications

• Advanced/Higher/Graduate Diploma or Bachelor's degree or higher in any field.
• At least 2 years of experience in the related field.
• Experience in quality audit, root cause analysis, calibration, process improvement.
• Knowledge of quality terms, tools, and methodologies; able to provide insights for client reviews.
• Demonstrated ability to coach and develop support agents.
• Excellent organizational, time management and communication skills in English and local market language.

Responsibilities

• Deliver feedback to customer interaction and identify opportunities for improvement.
• Support the training department by identifying deficiencies and trends via call monitoring.
• Lead, mentor and develop team members to promote quality and customer experience excellence.
• Perform quality spot checks of service tickets, calls, and other interactions to ensure standards.
• Compile and analyze data on performance metrics and report trends to inform improvements.
• Assume additional duties assigned by management for maintaining and improving the Quality Management System.

Skills

Quality audit

Root cause analysis

Process improvement

Coaching and development

Training and feedback

Data analysis

English communication

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Job description

TDCX is a Singapore-headquartered, global BPO company delivering customer experience solutions, sales and digital marketing services. We are seeking individuals who can support quality initiatives, coach teams, and drive continuous improvement in customer interactions across markets.

The role focuses on auditing quality, performing root-cause analyses, coaching agents, and driving process improvements to elevate service standards.