Quality Assurance Specialist

2 weeks ago

Iloilo City, Western Visayas, Philippines TDCX Philippines Full time

About Us

TDCX Philippines is an award-winning and fast-growing BPO company that empowers employees to unleash their full potential at work. With a positive culture, we strive to deliver exceptional customer experiences for our clients.

Our Mission

We are seeking a highly skilled Quality Assurance Specialist who will perform tasks and projects in the area of Quality and Compliance as prescribed by internal and external stakeholders. The successful candidate will assure compliance and business-critical standards within the Account through regular checks and inspections.

Key Responsibilities:

  • Conduct daily call evaluations to monitor performance trends and check consistency in delivering amazing customer experiences;
  • Audit call handling performance and identify improvement opportunities;
  • Establish, ensure adherence to, and review efficacy of standard operating procedures related to quality and compliance;
  • Communicate feedback to Operations and Training Teams to address audited opportunities correctly and timely;
  • Perform ground-level and/or front-liner tasks as deemed necessary;
  • Livesthe client organization's and TDCX's core values and beliefs.

Requirements

To be successful in this role, you should have:

  • At least 1-3 years of relevant working experience;
  • Preferably a bachelor's degree in any field;
  • Excellent verbal communication skills in English language;
  • Experience working with customers and leading teams to meet goals and metrics;
  • Strong analytical skills to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics);
  • Ability to work well in ambiguity and adapt to new situations.

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