Quality Manager

Enable your future

At TDCX, we believe that every career move should propel you forward. Work alongside innovative teams, support the growth of the world’s most forward-thinking brands, and explore what’s possible when human expertise meets technology. Together, we’ll enable the future — starting with yours.

• Competitive remuneration, great perks, and performance incentives
• Comprehensive medical, insurance, or 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 locate area with direct access to public transport
• Flexible working arrangements
• Be coached and mentored by experts in your field
• Join a global company, winner of hundreds of industry awards

• Generate regular CSAT and Quality reports by performing detailed root cause analysis to identify trends, patterns and key drivers of customer satisfaction and dissatisfaction. – can be applicable to any critical client metric needing further support through insights and analysis.
• Collaborate with the operations team to identify recurring issues and process bottlenecks that affect quality and customer satisfaction.
• Convert analysis to insights and connect these to relevant operational, process, product & people opportunities.
• Develop improvement plans and drive actionable initiatives across internal operations for metric improvement.
• Track the progress of action plans and measure their impact on CSAT and Quality scores.
• Regularly communicate the status of quality and CSAT initiatives to relevant audiences.
• Develop and tailor root cause methodology and insight generation for the supported program with a key focus on customer experience and satisfaction.
• Monitor the day-to-day execution of BAU items by Quality leads/officers on expected Quality processes, in adherence to established Quality Framework and SOW language
• Manage direct Quality stakeholder counterparts from the clients’ side including, but not limited to, Operations counterpart to ensure critical key callouts are prevented and/or addressed on a timely manner
• Communicate and lead (if applicable) change management to the wider organization
• Develop analytical capability of both Quality Leads and build better bench strength in the line-up of Quality officers, through hi-potential program in partnership with Training and Operations
• 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.

• Strong background in CSAT (or any other customer metric) analysis & reporting specifically root cause analysis methodologies.
• Detail-oriented with a focus on metric improvement and delivering high-quality service.
• Analytical experience solving problems using data and providing actionable business insights.
• BA/BS degree or equivalent practical experience
• Language: English business level proficiency. Read, write and speak fluently with the ability to convey complex ideas clearly and effectively.
• 3 years minimum of Quality Supervisor (Lead) Experience or 2 years minimum Quality Manager experience in a BPO setting.
• Preferred experience in a Contact Centre/Service program for any customer support company.
• Product support experience is desirable.
• Fluent with any social media product usage and basic understanding of digital advertising.
• Strong understanding of advertising technology, digital marketing, and troubleshooting processes.
• Strong leadership and team management abilities.
• Minimum 24 months QA and CSAT experience (or any metric similar to CSAT such as NPS, CES, Churn, Retention)