Training & Quality Analyst Malaysia Quality Assurance 19-October-2026

TDCX; Singapore; On-site; SGD 45,000 - 75,000; Full time

Benefits offered by this job

Remuneration & perks

Medical coverage

Great workspace

Public transport access

Flexible work

Job summary

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.

Responsibilities

• 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.

Skills

Training design

Delivery skills

Performance analysis

Quality monitoring

Stakeholder reporting

Coaching

Process orientation

Communication

Education

Diploma or degree

Job description

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

Top reasons to work with TDCX

• Attractive remuneration and great perks
• Comprehensive medical, insurance, and social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive work culture that enables your future
• Easy-to-access location with direct public transport links
• Flexible working arrangements
• Coaching and mentoring from experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

• 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.

Who are we looking for?

• Minimum Diploma or Degree holder
• At least 3 years related working experience, with excellent track record (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
• Exposure to a strong customer-oriented environment; must be 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.

About TDCX

Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

With a focus on helping companies enable the future, TDCX’s smart, scalable approach—driven by innovation and operational precision—positions it as a key partner for companies targeting tangible outcomes. With more than 20,000 employees across 37 locations worldwide, TDCX provides its clients with comprehensive coverage in Asia, Europe and the United States. For more information, please visit www.tdcx.com .

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