Quality Assurance Specialist (Contact Centre | Greater China/ Cantonese Market)

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?

We are looking for an experienced quality assurance/customer experience professional to join our Project team. The specialist will be responsible for the quality and customer experience of the sales representative ensuring processes, product knowledge and selling technique is effective in accordance with the project needs and KPIs. Ability in liaising with various stakeholders in order to leverage synergies between Operations, Training and Quality is critical to success to build a center of excellence.

You are also required to perform these job functions:

• Drive accountability with team leads and their teams to meet QA performance goals and ensure program standards are met on a week-over-week basis. This includes:
• Ensuring timely completion of weekly quality audits
• Regular attendance to Bi-weekly calibration sessions
• Regular coaching sessions with the Marketing Experts to share strengths and weaknesses based on Quality Audits
• Partners closely with client’s internal/external teams to ensure that decisions made by Vendor’s staff are being regularly audited for accuracy and that performance feedback is being shared with responsible teams.
• Monthly Master/Language Calibration sessions with External Auditors and Clients to ensure alignment across different sites
• Dispute management, bridging the gap between Operations and External Auditors, providing regular feedback/updates to both parties
• Stay up to date on product knowledge and processes.
• Passionately tell the story of why Quality matters, build consensus, and inspire others.
• Handle client customer satisfaction and feedback management through weekly scrubbing of survey results and calling clients to understand their rating of the Marketing Expert.
• 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?

• 1 to 2 years’ experience preferred in quality assurance role in an outbound contact center sales environment.
• Expert familiarity with quality review in sales environment.
• Comfortable communicating with all levels of management (including internal and external stakeholders)
• Demonstrated proficiency in multi-tasking and prioritization.
• Clearly demonstrated passion for ensuring the success of company culture of excellence and commitment to quality.
• Strong practical experience with Excel/Powerpoint (PivotTable, Charts) is a plus. There will we weekly and/or monthly reports for the clients to show progress.
• COPC/Six Sigma Qualifications is a plus
• Excellent analytical abilities as demonstrated by gathering, analyzing and delivering information in both verbal and written formats.
• Ability to provide balanced coaching and feedback to develop employees/agents.
• Ability to conduct skills gap analysis and provide actionable feedback to training team.
• Excellent verbal and written communication skills in English and the language of supporting market such as Traditional/ Simplified Chinese and Cantonese to support native clients in the Greater China region.

Who is TDCX?

TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.

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.