Job Description

#BeMoreDo 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 with TDCX

• 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'll help us deliver excellent service to our partner brands by performing these tasks:

• To analyze Voice of the customer (VOC) and behavioural information to understand customer satisfiers and dissatisfiers.
• To establish and measure Contact Centre quality index on a monthly basis to identify gaps in either processes or soft skills for improvement.
• To achieve desired contact outcomes with the aim to meet both customer and business expectations.
• Review established work procedures (workflow) to improve service to the customer.
• Ensure that all evaluators are well-calibrated for transaction monitoring.
• Implement initiatives or programs to instill and encourage positive cultural changes to customer experience.
• To ensure that all evaluators are well-calibrated for transaction monitoring.
• To evaluate Complimentary Letters and measure staff performance.
• 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?

• Candidate must possess at least GCE O Level/ Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
• Preferably with 1 year of working experience in the related field is ideal for this position. However, fresh graduate is encouraged to apply.
• Strong organisational skills, time management, meticulous, inquisitive and motivation to exceed expectations.
• Self-starter who can meet deadlines and enjoys working in fast-paced environment.
• Comfortable working with computers and multiple systems.
• Detail-oriented, fluency in Microsoft Office Suite (Excel, Word, PowerPoint, etc), and passion for problem-solving.
• Excellent verbal and written communication skills in English and the language of the supporting market.

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.

TDCX