Associate Manager, Customer Experience (Quality Audit | Contact Centre]

Do you aspire for a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.

Work with the world’s most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!

Top reasons to work here:

• Attractive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or social security coverage
• World-class workspaces
• Engaging activities and recognition programs
• Strong learning and development plans for your career growth
• Positive culture for you to #BeMore at work
• Easy to locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

What is your mission?

You are also required to perform these job functions:

• To support, manage and implement practices to ensure quality and processes adhere to standards and internal quality audits.
• Lead, mentor, and develop team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
• Perform quality spot checks of phone calls and other customer interactions to ensure that all applicable standards are met or exceeded.
• Compile and analyze data (quality scorecards, on-time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
• Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity.
• Review, investigate, and resolve inquiries regarding internal and external flagged issues for quality excellence.
• Any other duties and responsibilities that may be assigned to you by management from time to time, 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 an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field.
• Preferably with 3 - 5 years of working experience in the related field.
• Experience in performing quality audits, root cause analysis, calibration, and process improvement initiatives.
• Knowledge of Quality terms, tools, and methodologies.
• Demonstrated ability to train and develop new and existing agents and members.
• 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 the supporting market.

Who is TDCX?

TDCX helps clients, including many of the world’s best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.

We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.

From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.