Quality Assurance Specialist — Elevate Customer Experience

TDCX; Singapore; On-site; SGD 56,000 - 84,000; Full time

Benefits offered by this job

Attractive remuneration

Medical insurance

Social security coverage

World-class workspaces

Learning and development plans

Direct public transport access

Flexible working arrangements

Mentoring from experts

Job summary

TDCX Group, a Singapore-headquartered global BPO leader, seeks a quality assurance specialist to monitor and evaluate agent performance and customer interactions across brands. You will provide structured feedback, analyze quality data, and collaborate to enhance QA processes and service delivery.

Ideal candidates have formal qualifications in QA or related fields, with experience in quality audits, data analysis, and training of support agents.

Qualifications

• Experience in quality audits and QA processes.
• Ability to perform root cause analysis and drive corrective actions.
• Familiarity with calibration of evaluation metrics and scorecards.
• Proven track record in process improvement initiatives.
• Experience in training and developing support agents.
• Strong data analysis and reporting skills.

Responsibilities

• Evaluate employee behavior and customer service performance against policies and laws.
• Provide structured feedback and recommendations to close skills gaps.
• Prepare and analyze internal and external quality reports for stakeholders/clients.
• Collaborate with QA team to identify, streamline processes and standards.
• Develop evaluation programs with Operations, Training, and Clients to improve performance.
• Use Call Center Tools and Client Systems to collect data and analyze trends.
• Perform other duties to maintain and improve the Quality Management System.

Skills

Quality audit

Root cause analysis

Calibration

Process improvement

Training

Data analysis

Education

Advanced/Higher/Graduate Diploma

Bachelor's Degree

Post Graduate Diploma

Professional Degree

Tools

Call Center Tools

Client Systems

Job description

TDCX Group, a Singapore-headquartered global BPO leader, seeks a quality assurance specialist to monitor and evaluate agent performance and customer interactions across brands. You will provide structured feedback, analyze quality data, and collaborate to enhance QA processes and service delivery.

Ideal candidates have formal qualifications in QA or related fields, with experience in quality audits, data analysis, and training of support agents.