Job Description

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 with TDCX.

• Attractive remuneration, great perks, and performance incentives

• Comprehensive medical, insurance, or social security coverage

• Premium 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 with 26 years of experience and 340+ industry awards

What is your mission?You will help us deliver excellent service to our partner brands by performing these tasks:

• Coach and develop the crewbies (CX Specialists) they monitor.

• Coordinate the phone, email and live chat interactions with the data from the servicing system to ensure that the customer receives timely, accurate, and complete resolution.

• Partner with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the crewbies.

• Act as a resource and advisor to account and team through various forms of contact monitoring to ensure that crewbies are adhering to policies and procedures when meeting customers' needs and requirements

• Act as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs, based from monitorings or audits.

• Act as a resource and advisor to crewbies and Leads, by performing individual and triad coachings to ensure correction and prevent quality slippage.

• Maintain frequent communications with the Training dept. and Management.

• Compile daily, weekly and monthly monitoring reports.

• May perform other additional duties and responsibilities as assigned.

• Any 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 field

• At least 1 - 3 year(s) of relevant working experience

• Experience in working in a quality management role.

• Experience coaching, inspiring and motivating others to meet goals and metrics.

• Strong Analytical skills; Able to tell a story with data and metrics.

• Excellent communication skills. Works well in ambiguity and embraces the adventure!

Who is TDCX?TDCX (NYSE: 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 more than 310 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.Job Types: Full-time, PermanentBenefits:

• Additional leave
• Company car
• Company Christmas gift
• Company events
• Discounted lunch
• Employee discount
• Employee stock ownership plan
• Flexible schedule
• Flextime
• Free parking
• Fuel discount
• Gym membership
• Health insurance
• Life insurance
• On-site parking
• Opportunities for promotion
• Paid toll fees
• Paid training
• Pay raise
• Promotion to permanent employee
• Staff meals provided
• Transportation service provided
• Work from home

Supplemental Pay:

• 13th month salary
• Anniversary bonus
• Bonus pay
• Commission pay
• Overtime pay
• Performance bonus
• Quarterly bonus
• Tips
• Yearly bonus

COVID-19 considerations:
Temporary Work from HomeExperience:

• Quality Analyst/Officer in BPO: 2 years (Preferred)
• Collections in BPO account: 1 year (Preferred)