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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Quality Audit, Root Cause Analysis, and Process Improvement initiatives while effectively training and developing support agents. Proficient in analyzing quality performance data and providing actionable insights to enhance service delivery and customer experience.
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 TermsQuality ToolsQuality MethodologiesData AnalysisPerformance Improvement
Soft Skills
Organizational SkillsTime ManagementCustomer ServiceProblem-SolvingVerbal Communication
Tools & Technologies
Call Center ToolsClient Systems
Certifications & Qualifications
Advanced DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree
Industry Keywords
Channel MonitoringComplianceService DeliveryCustomer ExperienceStakeholder Collaboration
About the role
Key responsibilities & impact- Performs all channel monitoring to evaluate employees' behavior, customer service performance, and compliance with company policies and business laws and regulations
- Provides structured feedback and recommendations to address skills, 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 the QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and customer experience
- Partners with Operations, Training, and clients to develop and enhance evaluation programs aligned with account objectives, identify root causes, propose solutions, and provide actionable performance-improvement insights
- 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 category of employment 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