Quality Manager | Iloilo (can start ASAP)TDCX's vision is to be the preferred partner to high growth organizations and high performing individuals. Focusing on high end, high touch, and complex contact center applications and bringing solid sales and customer service expertise servicing some of the world's most valuable brands in the travel, luxury, finance, IT, and telecommunication sectors.
TDCX specializes in generating high sales growth, improving call center performance and profit generating customer service. They offer outsourced solutions as much as in-sourced, co-sourced or consulting to help drive improvements.
TDCX's key objective is to meet or exceed set targets and grow.
What is your mission? Oversee operational deliverables of the Quality TeamLead and develop Senior Quality Officers and Quality LeadsDrive and participate in internal and client weekly, monthly and quarterly performance reviewsRepresent the QA department in internal and client meetingsReinforce the Quality and Compliance requirements of the company and clientPublish weekly, monthly and quarterly performance dashboards showing trends, gaps and recommendations to improve customer experience, efficiency and hygiene metricsCreate and implement process improvement and value-add projects for the department, campaign supported and companyHost client visits and best practice sharing with other departments, campaign supported and other TDCX sitesInvestigate and escalate high-profile cases to internal and external stakeholdersAdvocate the core values of the company and campaign supportedSustain employee satisfaction through learning, development and engagement activities for the QA TeamLiaise with cross-functional departments and client counterparts as neededAny other duties and responsibilities that may be assigned to you by the 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 a Bachelor's/College Degree, any fieldAt least 3 years of working experience handling and managing Quality teamsAt least 5 years of experience in a quality management role within the contact center industryExpertise with QA processes, definition documents and scoring guidelinesExperience coaching, inspiring and motivating others to meet goals and metricsStrong Analytical skills; Able to tell a story with data and metricsISO certification trained and COPC-certified is highly preferredWho 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.
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