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Customer Experience Quality Coach

2 weeks ago

Manila, National Capital Region, Philippines TDCX Philippines Full time
About TDCX Philippines

We are a fast-growing BPO company that offers a rewarding career with opportunities to unleash your full potential. At TDCX, you will have the chance to work with world-class brands and be part of a diverse team.

Key Responsibilities
  • Develop and implement quality coaching programs for agents to improve customer interactions.
  • Partner with SQOs and QA Leads to provide feedback on customer interactions, highlighting areas for improvement and best practices.
  • Serve as a resource and advisor to accounts and teams, ensuring agents adhere to policies and procedures when meeting customer needs.
  • Participate in internal and client calibration sessions to ensure consistency in quality standards.
Required Skills and Qualifications
  1. Bachelor's degree or higher from an accredited institution.
  2. Minimum 36 months total BPO experience, with at least 24 months in sales programs and 12 months in quality assurance roles.
  3. Recent quality experience within the last 6 months is required, preferably in digital advertising line of business.
  4. Knowledge of quality management frameworks and principles.
  5. English proficiency level C1 or higher.