Training & Quality Analyst - Elevate Customer Experience

TDCX; Singapore; Sur place; SGD 45 000 - 75 000; Plein temps

Avantages offerts par ce poste

Remuneration & perks

Medical coverage

Great workspace

Public transport access

Flexible work

Résumé du poste

TDCX, Singapore-headquartered, is looking for a Training Programs Specialist to develop and deliver training for new and existing agents. You will partner with operations to identify needs, design modules, and ensure content aligns with client expectations.

You will monitor agent performance, provide actionable feedback, and help implement corrective action programs to raise CSAT and service quality. Join a global leader in CX solutions.

Qualifications

• Minimum Diploma or Degree holder.
• At least 3 years related working experience, preferably in a multinational organization, and at least 1 year experience in supporting a premium or international airline in a BPO setup.
• Strong communication and interpersonal skills.
• Customer experience oriented.
• Excellent presentation skills & training delivery, with knowledge of various training methodologies.
• Collaborative work style; willing to coach and be coached by others.
• Strong process orientation: must be logical and able to follow processes and adapt to changes.

Responsabilités

• Develop and deliver training programs for new and existing agents, on specific processes, soft skills, and technical knowledge.
• Collaborate with operations teams to identify training needs and align programs with client expectations.
• Monitor agent transactions (calls, emails, chats) for accuracy and compliance with client standards.
• Conduct in-depth analysis of agent performance, identifying areas for improvement and delivering actionable feedback.
• Develop and record quality monitoring forms and standards in collaboration with stakeholders.
• Provide reports and recommendations to operations to drive process improvements.
• Support the implementation of corrective action programs to address performance gaps.
• Review Customer Satisfaction score and perform deep dive on low scoring survey.

Connaissances

Training design

Delivery skills

Performance analysis

Quality monitoring

Stakeholder reporting

Coaching

Process orientation

Communication

Formation

Diploma or degree

Description du poste

TDCX, Singapore-headquartered, is looking for a Training Programs Specialist to develop and deliver training for new and existing agents. You will partner with operations to identify needs, design modules, and ensure content aligns with client expectations.

You will monitor agent performance, provide actionable feedback, and help implement corrective action programs to raise CSAT and service quality. Join a global leader in CX solutions.