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Tech Stack
Tools & technologiesTableau
About the role
Key responsibilities & impact- Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
- Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
- Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
- Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
- Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
- Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
- 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.
Requirements
What you’ll need- Candidate must possess at least a Advanced/Higher/Graduate Diploma, bachelor's degree, Post Graduate Diploma, and Professional Degree in any field.
- Preferably, 2 years of working experience in the related field is required for this position.
- Experience in extracting, transforming and porting data from source systems to data analytics platform(s) and reports using Tableau, Qlik, R, SPSS
- Experience in analyzing different types of data to support business needs and present the results in concise visualization formats
- Has an inquisitive mind and proactivity to challenge the norms constructively
- Must have initiative, drive, and work independently with minimum supervision and be a good team player.
- 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
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
data analysisdata extractiondata transformationdata visualizationquality assuranceevaluation programscustomer service performancecompliance evaluationreport preparationtrend analysis
Soft Skills
feedback deliveryproblem-solvinginitiativeproactivityteam collaborationindependencecommunicationconstructive challengeorganizational skillsattention to detail
Certifications
Advanced DiplomaHigher DiplomaGraduate DiplomaBachelor's DegreePost Graduate DiplomaProfessional Degree