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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in quality monitoring, root cause analysis, and process improvement initiatives, while effectively collaborating with cross-functional teams to enhance service delivery and customer experience. Proficient in training and developing support agents, utilizing quality tools and methodologies to drive performance improvement.
Highest-signal resume keywords
Quality AuditRoot Cause AnalysisProcess ImprovementTraining and DevelopmentQuality Management System
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 MonitoringData AnalysisQuality ReportingCalibrationProcess Standards
Soft Skills
Organizational SkillsTime ManagementCustomer ServiceProblem-SolvingCommunication Skills
Tools & Technologies
Call Center ToolsClient Systems
Industry Keywords
ComplianceBusiness LawsEvaluation ProgramsService DeliveryPerformance Improvement
About the role
Key responsibilities & impact- Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
- Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
- Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
- Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
- Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs targeted to account objectives and uncovering root causes, possible solutions, and actionable insights for performance improvement
- Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance
- Performs other duties assigned by management within the employment category and for 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
- Demonstrated ability to train 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