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Quality Analyst - Cebu
2 to 4 Years
With Business Certificates
Established in 2014
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 2
Posted On: September 22, 2021
Job ID: 386662
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
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 recommendations 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?
Completed 2 years in college, preferably a bachelor’s degree
Minimum 2 years of experience as a Quality Assurance Specialist
Must have at least 1 year of technical experience
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
Who is TDCX?
We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients’ customer experience and elevating their sales.
We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.
Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.
How to Apply
To apply, simply complete this form: https://bit.ly/TDCX-Cebu-Support.
Make sure to always check your email and keep your lines open after submitting your online application. We look forward to interviewing you soon.