Quality Analyst

2 days ago

Pasig, National Capital Region, Philippines TDCX Full time $50,000 - $100,000 per year

#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

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

  • Be coached and mentored by experts in your field

  • 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 36 months total BPO experience

  • Must have coaching experience in a BPO setting.

  • 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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