Deskripsi Pekerjaan
Are you a detail-oriented professional looking to elevate your career with a global leader in customer experience? TDCX is seeking a talented Quality Analyst to join our dynamic team in Cebu City. At TDCX, we partner with the world’s most loved brands to deliver exceptional service, and we want you to be a part of our journey to #BeMore.
As a Quality Analyst, you will play a pivotal role in ensuring our service delivery remains top-tier. You will be responsible for evaluating customer interactions, identifying trends, and providing actionable insights that drive continuous improvement. We offer a vibrant, diverse work environment where your contributions are valued, and your professional growth is prioritized.
Join a team where you truly belong. If you are passionate about quality, excellence, and working with world-class brands, apply today and start your journey with us.
Tanggung Jawab
- Conduct regular quality audits of customer support interactions (calls, emails, chat) to ensure adherence to compliance and brand guidelines.
- Analyze performance data to identify knowledge gaps, process inefficiencies, and areas for service improvement.
- Provide constructive, objective feedback to team members and team leads to drive performance coaching.
- Collaborate with operations leadership to develop and update standard operating procedures (SOPs).
- Participate in calibration sessions to ensure consistency in scoring across the quality assurance team.
- Prepare detailed daily, weekly, and monthly quality performance reports for stakeholders.
- Support the implementation of corrective actions and quality improvement initiatives.
Kualifikasi
- Bachelor’s degree in Business, Communications, or a related field.
- At least 1-2 years of experience as a Quality Analyst or in a high-volume customer service role, preferably within a BPO/Contact Center environment.
- Strong analytical and problem-solving skills with a keen eye for detail.
- Exceptional verbal and written communication skills in English.
- Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint) and quality management systems.
- Ability to thrive in a fast-paced, multicultural environment.
- Proven ability to provide coaching and feedback that results in measurable improvement.