Quality Assurance Specialist: Process & Performance Coach

TDCX; Singapore; On-site; SGD 36,000 - 60,000; Full time

Benefits offered by this job

Attractive remuneration

Comprehensive medical coverage

World-class workspaces

Flexible working arrangements

Learning & development programs

Coaching and mentoring

Job summary

TDCX is a Singapore-headquartered leader in global BPO and CX solutions. We are seeking a Quality Assurance professional to monitor agent performance, provide actionable feedback, and drive continuous improvement across QA processes.

This role offers exposure to diverse clients and international best practices. Ideal candidates have at least 2 years of QA experience, strong analytical skills, and fluency in English.

Qualifications

• Advanced/Higher/Graduate Diploma or Bachelor's degree required.
• At least 2 years of related experience.
• Experience in quality audits, root cause analysis, calibration, and process improvement.
• Knowledge of quality terms, tools, and methodologies.
• Ability to train and develop support agents.
• Excellent English communication.

Responsibilities

• Perform channel monitoring to evaluate employee behavior and service performance.
• Provide structured feedback and recommendations to address gaps and opportunities.
• Prepare and analyze internal and external quality reports for stakeholders/clients.
• Collaborate with QA team to streamline processes and standards.
• Develop evaluation programs with Operations, Training and Clients to meet account objectives.
• Use Call Center Tools to gather data and analyze trends affecting quality performance.
• Other duties to support continuous improvement of the Quality Management System.

Skills

Quality assurance

Root cause analysis

Process improvement

Training & coaching

Organizational skills

English communication

Education

Advanced/Higher/Graduate Diploma or Bachelor's degree

Tools

QA tools

Call center systems

Job description

TDCX is a Singapore-headquartered leader in global BPO and CX solutions. We are seeking a Quality Assurance professional to monitor agent performance, provide actionable feedback, and drive continuous improvement across QA processes.

This role offers exposure to diverse clients and international best practices. Ideal candidates have at least 2 years of QA experience, strong analytical skills, and fluency in English.