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Quality Analyst

₱25,000 - 35,000 per month

2 to 4 Years

With Business Certificates
Established in 2014
1001-5000 Employees
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 4
Posted On: June 14, 2021
Job ID: 382275


Do you aspire a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company.
Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore!
Top reasons to work with TDCX:
  • Attractive remuneration, great perks, and performance incentives
  • Comprehensive medical, insurance, or social security coverage
  • Premium workspaces
  • Engaging activities and recognition programs
  • Strong learning and development plans for your career growth
  • Positive culture for you to #BeMore at work
  • 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 with 25 years of experience and more than 270 industry awards
What is your mission?
  • Performs Call Monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations
  • Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities 
  • Leads and participates in calibration sessions with Operations and Training and call listening programs with Clients to identify best practices and areas for improvement
  • Assists in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design a new training module
  • Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
  • Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
  • Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that's targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement
  • Supports New Hires by facilitating call listening sessions, mock calls and other QA related activities
  • Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance
  • Undertakes Training and takes in calls, chats or emails as needed and/or required to further improve competencies, skills and knowledge and to better assist the employees
  • Other responsibilities as assigned
  • 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
Who are we looking for?
  • Minimum of 2 years in college, preferably a bachelor’s degree
  • Minimum 2 years of experience as a Quality Assurance Specialist
  • Proficiency with technology, especially computers, software applications, and phone systems
  • Strong operational knowledge of PowerPoint, Excel, and Word
  • Exceptional verbal and written communication skills
  • High Customer Service Orientation
  • High level of integrity and judgment
  • Strong Knowledge of quality evaluation and customer service metrics
  • Attention to detail and desire to follow procedures
  • Solid RCA skills, action planning and coaching skills
  • Strong organizational, multitasking and time-management skills
  • Shift Flexibility

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