Quality Assurance Analyst

5 hours ago

Manila, National Capital Region, Philippines TDCX Full time ₱675,000 - ₱1,040,000 per year

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Quality Assurance Analyst

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world's most forward-thinking brands, and explore what's possible when human expertise meets technology. Together, we'll enable the future — starting with yours.

Top reasons to work with TDCX:

Competitive remuneration, great perks, and performance incentives

Comprehensive medical, insurance, or social security coverage

World-class 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

Join a global company, winner of hundreds of industry awards

What is your mission?

Coach and develop the agents through detailed and actionable feedback in the QA evaluation form.

Partner with the SQOs and QA Leads to deliver feedback regarding the customer interaction, including opportunities for improvement as well as calling out trends, gaps and additional needs, based from monitoring or audits.

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

Participate in internal and client calibration sessions.

Compile daily, weekly and monthly monitoring reports as needed.

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?

College Undergraduates with at least 2years; associate or diploma courses are accepted

Minimum of 24 months experience either in an inbound/outbound sales program in a BPO setting is required; preferably in digital advertising line of business

Minimum of 36 months Quality experience in a BPO setting is required; experience must be recent, within the last 6months.

Must have knowledge on Quality Management framework

English Proficiency of at least C1

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