Global QA & Quality Improvement Lead (Flexible Work)

TDCX, Inc.; Singapore; Hybrid; SGD 72,000 - 96,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Job summary

TDCX is a Singapore-headquartered leading global BPO providing CX solutions, sales, and digital marketing services. We are seeking a Quality Manager to perform channel monitoring, analyze data, and drive quality improvements across accounts.

You will collaborate with Operations, Training, and Clients to develop and implement evaluation programs that elevate service delivery. The role emphasizes strong English communication, quality auditing skills, and the ability to train and mentor support

Qualifications

• Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, or Post Graduate Diploma in any field.
• Preferably 2 years of related QA experience, including quality audits and process improvements.
• Strong training and development ability with excellent communication skills.

Responsibilities

• Performs channel monitoring to evaluate employee behavior and customer service performance.
• Provides structured feedback and recommendations to close skills and knowledge gaps.
• Prepares and analyzes internal and external quality reports for stakeholders and clients.
• Collaborates with QA team and managers to streamline QA processes and standards.
• Works with Operations, Training and Clients to develop evaluation programs and drive performance improvements.
• Uses Call Center Tools and Client Systems to analyze data and trends affecting quality.
• Other duties as assigned to support the Quality Management System at TDCX.

Skills

Quality audit

Root cause analysis

Process improvement

Training & development

Communication skills

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Job description

TDCX is a Singapore-headquartered leading global BPO providing CX solutions, sales, and digital marketing services. We are seeking a Quality Manager to perform channel monitoring, analyze data, and drive quality improvements across accounts.

You will collaborate with Operations, Training, and Clients to develop and implement evaluation programs that elevate service delivery. The role emphasizes strong English communication, quality auditing skills, and the ability to train and mentor support