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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Management Systems, quality auditing, and process improvement initiatives while effectively coaching and developing team members to enhance customer experience. Proficient in analyzing performance metrics and providing actionable insights for continuous improvement.
Highest-signal resume keywords
Quality AuditRoot Cause AnalysisProcess ImprovementCoaching and DevelopmentCustomer Experience Excellence
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Quality TermsQuality ToolsQuality MethodologiesPerformance Metrics AnalysisCall MonitoringService Ticket Quality ChecksCustomer Scorecard CompilationTrend Analysis
Soft Skills
Organizational SkillsTime ManagementCustomer Service SkillsProblem-Solving SkillsVerbal CommunicationWritten Communication
Certifications & Qualifications
Advanced DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree
Industry Keywords
Customer InteractionsQuality Management SystemService-Gap TrendsTraining DeficienciesQuality Programs
About the role
Key responsibilities & impact- Partner with department managers to deliver feedback regarding customer interactions, identify opportunities for improvement, and provide direct feedback to representatives
- Advise the training department by identifying training deficiencies, trends, gaps, and additional needs through various forms of call monitoring
- Lead, mentor, and develop team members to promote quality awareness and implement quality programs and initiatives toward Customer Experience Excellence
- Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure applicable standards are met or exceeded
- Compile and analyze customer scorecards, on-time delivery, and other performance metrics to identify and report service-gap trends
- Perform other duties assigned by management within the employment category and support the effective implementation, maintenance, and continual improvement of TDCX's Quality Management System
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position
- Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
- Knowledge of Quality terms, tools, and methodologies, and able to provide insights analysis for client business review.
- Demonstrated ability to coach and develop new and existing support agents
- Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
- Excellent verbal and written communication skills in English and the language of supporting market
Benefits
Comp & perks- Attractive remuneration and great perks
- Comprehensive medical, insurance, and social security coverage
- World-class workspaces
- Engaging activities and recognition programs
- Strong learning and development plans for your career growth
- Positive work culture that enables your future
- Easy-to-access location with direct public transport links
- Flexible working arrangements
- Coaching and mentoring from experts in your field
- Join a global company, winner of hundreds of industry awards