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Service Quality Analyst

2 weeks ago

Manila, National Capital Region, Philippines TDCX Philippines Full time

Our Team

We are a dynamic and diverse team of professionals who share a common goal: to deliver exceptional customer experiences. Our team members come from various backgrounds and bring their unique perspectives and skills to the table.

Job Description

The Quality Officer plays a critical role in ensuring that our services meet the highest standards of quality. The successful candidate will be responsible for analyzing customer feedback, identifying areas for improvement, and implementing corrective actions to enhance our services.

The ideal candidate will have excellent analytical and communication skills, as well as the ability to work independently and collaboratively as part of a team. If you are a detail-oriented individual who is passionate about delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity.

Responsibilities

  • Analyze customer feedback and identify areas for improvement
  • Implement corrective actions to enhance services
  • Develop and maintain quality standards and procedures
  • Provide coaching and training to agents on quality-related topics
  • Collaborate with cross-functional teams to achieve service excellence

Requirements

  • Minimum of 2 years of experience in a quality assurance or customer experience role
  • Strong analytical and problem-solving skills
  • Excellent communication and interpersonal skills
  • Ability to work independently and collaboratively as part of a team
  • Proficiency in English (spoken, written, and reading)

What We Offer

  • Competitive remuneration package
  • Comprehensive medical, insurance, or social security coverage
  • World-class workspaces
  • Engaging activities and recognition programs
  • Strong learning and development plans for career growth