QA Engineer

• 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.

Quality Assurance Specialist

• 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

• Drive inline and outgoing control to meet quality requirements
• Manage quality deviations and ensure corrective actions are taken
• Perform data mining to support problem-solving
• Improve performance variation impacting quality
• Collaborate with Global Quality and Product Engineering teams
• Lead quality improvement initiatives using AI tools

Product Quality Assurance Engineer

• 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

Global Quality Assurance Lead

• Develop and implement QA procedures
• Conduct audits of logistics processes
• Investigate quality issues and lead corrective actions
• Collaborate with teams to improve quality
• Monitor compliance with regulations

See all jobs on JobTailor

Quality Assurance Specialist

QA Lead, French

Product Quality Assurance Engineer

Global Quality Assurance Lead

Quality Assurance Specialist