Quality Audit Specialist | Call Centre | Office Hours

TDCX Singapore; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A leading service company in Singapore is seeking a Quality Analyst to monitor service performance and provide structured feedback to help improve quality standards. The ideal candidate will possess a degree, have at least 2 years of related experience, and excellent communication skills. Candidates should also be comfortable with multiple systems and demonstrate strong analytical abilities.

Benefits

Training provided

Monday to Friday work hours

Qualifications

• Minimum 2 years working experience in a related field.
• Experience in quality audit, calibration, and process improvement.
• Excellent verbal and written communication skills in English.

Responsibilities

• Monitor and evaluate employee customer service performance.
• Provide feedback to address skills and knowledge gaps.
• Analyze internal and external quality reports.

Skills

Quality audit

Root cause analysis

Process improvement

Verint Speech Analytics

Organizational skills

Time management

Customer service

Problem-solving

Communication skills

Education

Advanced/Higher/Graduate Diploma, Bachelor's Degree or equivalent

Job description

What is your mission?

You’ll help us deliver excellent service to our partner brands by performing these tasks:

• Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations.
• Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities.
• Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.
• Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement.
• Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.
• Perform other duties and responsibilities that may be assigned to you by the management 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 required for this position.
• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative.
• Prior experience in Verint Speech Analytics is preferred.
• 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 supporting market
• Strong time management skills and motivation to exceed expectations.
• Comfortable working with computers and multiple systems.

Additional Information:

• Working Hour: 8:30am to 6pm (Monday to Friday)
• Training provided
• Location: Bedok (East Region)

*Only shortlisted candidate will be notified