Global Quality Assurance Lead

TDCX

Global Quality Assurance Lead defining and evolving QA strategy across programs at TDCX. Focus on innovation, automation, and AI-driven quality transformation in a leading BPO company.

Posted 4/24/2026full-time🇵🇭 Philippines, 🇸🇬 SingaporeSeniorWebsite

About the role

Key responsibilities & impact

Define and lead the global QA strategy, integrating standardization, innovation, and automation
Continuously assess existing QA frameworks across programs and identify opportunities for improvement and transformation
Introduce best practices and future-ready QA models aligned with TDCX’s growth and client expectations
Establish governance for consistent quality standards, calibrations, and evaluation methodologies globally
Drive automation of transaction monitoring, reducing reliance on manual QA sampling
Evaluate and implement AI-powered QA tools (e.g., speech analytics, NLP, auto-scoring, sentiment analysis)
Lead initiatives to enable 100% interaction monitoring through automation and analytics
Partner with Technology teams to design scalable QA solutions and integrations
Leverage AI and analytics to generate actionable insights from customer interactions
Identify trends, root causes, and systemic issues impacting quality and customer experience
Translate QA data into business insights, operational improvements, and client value propositions
Build predictive models to proactively identify risks (e.g., churn, escalations, compliance breaches)
Oversee quality performance across all programs, ensuring alignment with SLAs and KPIs
Drive reduction in defects, repeat contacts, and customer dissatisfaction
Embed quality into the full lifecycle: onboarding, nesting, production, and continuous coaching
Partner with Training and Operations to implement targeted improvement initiatives
Lead and develop global QA teams, including QA leaders, analysts, and specialists
Build capabilities in digital QA, analytics, and AI-enabled quality management
Foster a culture of innovation, continuous improvement, and data-driven decision-making
Act as a strategic advisor to clients on next-generation QA practices and innovation
Lead client discussions on QA transformation, automation, and insights-led value creation
Present quality trends, risks, and improvement strategies in business reviews
Ensure adherence to client, regulatory, and internal quality standards
Support audits and ensure robust documentation and QA traceability
Use AI tools to enhance compliance monitoring and risk detection

Requirements

What you’ll need

Bachelor’s degree in Business, Operations, Data Analytics, or related field
10+ years of QA experience in BPO / CX / outsourced environments
Proven experience leading global QA teams and frameworks
Strong experience in QA transformation, automation, or digital QA initiatives
Hands-on exposure to AI, analytics, or speech/text analytics tools

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

QA strategyQA frameworksautomationAI-powered QA toolsspeech analyticsNLPsentiment analysispredictive modelscompliance monitoringrisk detection

Soft Skills

leadershipinnovationcontinuous improvementdata-driven decision-makingstrategic advisingclient communicationteam developmentcollaborationproblem-solvinganalytical thinking