TDCX

Business Analyst

• Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis
• Prepares, develops and analyses daily, weekly, monthly reports and presentations on Key Performance Indicators and other key statistical data in a call center inbound/customer service programs
• Perform market analysis in supporting business decision making
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
• Analyze and present relevant data in easy to understand format/dashboards or file automation to aid timely decision making, provide insightful discoveries and recommendations and optimize processes
• Detail oriented, independent, proactive and able to work under pressure to meet deadlines
• 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

Financial Planning and Analysis

• Subject matter experts to conduct discovery workshops, business requirement study and review, mapping TO-BE Process and gap analysis.
• Implementing and configuring Dynamics 365 suite and auxiliary system within Finance digital landscape to ensure successful completion of global roll out.
• Conduct SIT and UAT during the implementation.
• Provide on-going support, conduct root cause analysis and manage application issues
• Conduct training and roadmap to ensure users maximize system functionality and adoption.
• Identify opportunities for improvement and innovation within Finance.
• Ensure system security, compliance and proper access management.
• 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.

Senior Digital Finance Functional Expert

Sales

• Perform outbound calls to promote or to update consumers on promotions, marketing activities that includes club membership
• Meet the Key Performance Indicators (KPIs) set forth by the Company
• Attend and to meet all the key responsibilities within the required turnaround time set forth by the Company
• Capture and update the right information provided and obtained from consumers onto the system always
• Handle general or nutrition enquiries, feedbacks and provide resolutions to consumers over the phone, via social media, emails and live chat
• Perform general enquiries upstream, selling process and after-sale service with customers throughout the different media channels such as telephone, email, website, web chat, social media
• 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

Consumer Sales Associate

Learning and Development

• Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills and on-the-job training) for new hires
• Develop new training programs / manuals, multimedia visual aids, and other educational materials
• Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness
• Evaluate the effectiveness of existing training programs and provide recommendations for improvement
• Conduct Training Needs Analysis and develop programs to improve existing staff performance
• Drive / co-drive service quality initiatives for continuous service standards improvement
• 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

Trainer, Learning & Development

Security Engineer

• Monitor, maintain, and manage servers and infrastructure services, such as Anti-virus systems, Databases, Active Directory, Exchange Mail, File services, firewalls, etc.
• Develop and implement housekeeping routines, monitoring system and infrastructure service logs
• Ensure that back-up operations are executed and completed, ensuring the integrity of back-up operations periodically in order to restore from back-up as required
• Provide technical support for the end users needs, such as personal computers (PCs), laptops, network printer, and emails
• Conduct root cause analysis of incidents and provide permanent resolution to these incidents
• Handle privilege access, system configuration compliance, and vulnerability management collaboration.
• 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.

Network & Security Expert

Payroll

• To handle full set of payroll processing
• To attend to all payroll matters and queries
• To liaise with all relevant statutory bodies, e.g. income tax, goverment tax
• Responsible for monthly statutory submission
• Generate all payroll related reports and employees' Pay-slips/tax forms, verification and distribution
• Prompt handling of employees’ enquiries pertaining to payroll-related matters such as medical and insurance claims
• 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.

Payroll Specialist

• Tax Compliance & Reporting: Review the computation and filling of income tax, withholding taxes, VAT, and other applicable taxes for submission to the Bureau of Internal Revenue (BIR), including monitoring timeliness of submissions.
• Review and monitor statutory reports for submission to BIR, PEZA and other relevant regulatory authorities.
• Ensure compliance with statutory and regulatory tax reporting requirements.
• Tax Accounting & Reconciliations: Perform reconciliations of tax balances from the ERP General ledger to filed tax returns.
• Review tax schedules supporting balance sheet and income statement accounts, ensuring completeness and proper documentation.
• Review employee related AP vouchers and manual journal entries for tax accuracy and compliance.
• Advisory & Tax Planning: Provide technical tax advice to stakeholders on taxation matters and regulatory compliance.
• Perform tax planning for new projects or site locations, including evaluation of available tax incentives.
• Process Improvement & Governance: Recommend and implement process improvements to promote efficiency and accuracy in statutory and regulatory reporting.
• Supporting the implementation, maintenance, and continuous improvement of the Company's Quality Management System as it relates to tax processes.
• People Management & Ad hoc Support: Supervise and review the work performance of subordinates.
• Prepare ad hoc tax reports and analyses as requested by management.
• Perform other duties related to tax and regulatory compliance as assigned by management, within the scope of the role.

Assistant Tax Manager

Content Marketing Manager

• Review reported content and respond to user inquiries with high quality, speed, empathy and accuracy
• Assist our community and help resolve inquiries empathetically, accurately and on time
• Investigate and resolve issues that are reported such as requests for account support and reports of potentially abusive content
• Gather, analyze, and utilize relevant data to develop ways to improve the overall user experience on the site
• Recognize trends and patterns, escalating any issues outside company policy to the global team
• Ensure confidentiality, security, integrity and privacy of data as top priority
• 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.

Senior Content Moderator Specialist

QA Engineer

• Dedicated Independent Quality Analyst.
• Work alongside the client's Quality PM, Vendor Manager, L&D PM, Policy team and wider Player Care team, to drive QA excellence within global Player Support vendors.
• Surface insights and recommendations to improve the quality of support, player experience, policy and processes, and ensure vendor consistency and integrity.
• Responsible for the quality standards of global partners through QA evaluations and deep dives.
• Reporting to the Independent QA/Centralized QA Account Manager.
• Responsible for continuous learning of gameplay and player support ticket handling policies and processes.
• Be the expert on client game products and SME for your focus market.
• Evaluate player support tickets to identify areas for improvement on the Partner and Language market level; conduct analysis to identify gaps in quality standards with vendor QAs.
• Use available tools to gather data and analyze market trends or patterns affecting quality and player experience.
• Deliver these insights to relevant stakeholders.
• Take part in, run, and facilitate calibration sessions within your own team and with global vendors.
• Great communication skills and interpersonal skills.
• Ability to resolve QA disputes and calibration discrepancies with global vendors.
• Excellent reporting and presentation abilities, experienced in delivering Business Reviews to stakeholders of various levels.
• Collaborate with client and global QA vendor team members to improve player support experience.
• Provide insights to Learning Specialists to close agent knowledge and skill gaps.
• Complete targeted deep dives on an ongoing basis.
• Use relevant sample size calculations to ensure efficient quality analysis of productivity.
• Evaluate both assisted (agent) and non-assisted (bot) tickets to help improve the overall player experience.
• Provide structured and timely feedback and/or recommendations for procedural and process improvements within the client's organization.
• Agile team player, willingness to share knowledge and best practices to improve overall team performance and motivate each other.
• Able to work independently, problem solver, analytical mindset with a good acumen on trend spotting, able to connect the dots.
• Able to drive QA initiatives and projects on a team and global level.
• Able to work with cross-functional partners of different regions, stakeholder management experience.
• Able to make sense of complex and multilayer QA information, turn it into concise and valuable insights to client and global vendors.
• Able to perform under pressure, meet deadlines and deliverables through great time and task prioritization.

QA Lead, French

Data Analyst

• Provide business insight through metrics, reporting, and variance analysis coming from in-depth analysis
• Prepares, develops and analyses daily, weekly, monthly reports and presentations on Key Performance Indicators and other key statistical data in a call center inbound/customer service programs
• Perform market analysis in supporting business decision making
• Runs and analyzes reports with the result of making recommendations for adjusting staffing levels to meet departmental productivity and profitability goals
• Review and analyze the effectiveness and efficiency of existing systems and develop strategies for improving or further leveraging these systems
• Analyze and present relevant data in easy to understand format/dashboards or file automation to aid timely decision making, provide insightful discoveries and recommendations and optimize processes
• Detail oriented, independent, proactive and able to work under pressure to meet deadlines

Business Analytics Specialist

Customer Support

• 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.

Customer Experience Expert

• Make outbound call on the provided leads and encourage the given offer to customers
• Convince and enroll interested customers over the phone
• Accurately update the system on the call outcome
• Deliver good customer experience by focusing on customers wants and needs
• Go “extra mile” to meet sales quota
• Meeting the quality service standards
• 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.

Assistant Tele Sales Associate

Support Engineer

• Responds and addresses customers' problems in a timely manner utilizing our support system
• Supports customer in a high-quality, engaging, and empathetic 1:1 discussion.
• Troubleshoot technical issue if required.
• Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Understands the technical back end and operations of our project
• Improves and expands technical knowledge and familiarity with technical issues to better assist customer
• 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.

Technical Support Advisor

• Provision of an excellent support experience to customers via all relevant communication channels
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards
• Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience
• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures
• Build sustainable relationships and engage customers by taking the extra mile
• 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.