Quality Manager
5 days ago
#BeMore
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
What is your mission?
- Oversee operational deliverables of the Quality Team
- Lead and develop Senior Quality Officers and Quality Leads
- Drive and participate in internal and client weekly, monthly and quarterly performance reviews
- Represent the QA department in internal and client meetings
- Reinforce the Quality and Compliance requirements of the company and client
- Publish weekly, monthly and quarterly performance dashboards showing trends, gaps and recommendations to improve customer experience, efficiency and hygiene metrics
- Create and implement process improvement and value-add projects for the department, campaign supported and company
- Host client visits and best practice sharing with other departments, campaign supported and other TDCX sites
- Investigate and escalate high-profile cases to internal and external stakeholders
- Advocate the core values of the company and campaign supported
- Sustain employee satisfaction through learning, development and engagement activities for the QA Team
- Liaise with cross-functional departments and client counterparts as needed
- 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 5 years of working experience handling and managing Quality teams
- At least 7 years of experience in a quality management role within the contact center industry
- Expertise with QA processes, definition documents and scoring guidelines
- Experience coaching, inspiring and motivating others to meet goals and metrics
- Strong Analytical skills; Able to tell a story with data and metrics
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