Quality Assurance Manager - Cebu

Do you aspire for 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 26 years of experience and more than 340+ industry awards

What is your mission?

• Responsible for the operational activities of the Quality Assurance (QA) Team and ensures the QA Officers/Specialists meet targets, goals, and deliverables supporting operations and account-wide call quality metrics.

• Produce weekly and monthly reports or as needed for the following: performance of Quality staff, Quality performance of the account; and other reports needed by Account Director or the client.

• Attend, contribute to, or facilitate both external and internal calibration sessions as required.

• Facilitate presentations/discussions in internal meetings with the Operations Team.

• Attend, facilitate presentations and represent the Quality department of the account in client interactions including regular business reviews and during visits.

• Ensures that Quality related activities are continuously done to help Operations improve performance (e.g. calibration, call listening, triad coaching, call demo).

• 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?

• Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.

• Preferable with 3 - 5 years of working experience in the related field is required for this position

• Experience in performing quality audit, root cause analysis, calibration, process improvement initiative

• Knowledge of Quality terms, tools, and methodologies

• Demonstrated ability to train and develop new and existing support agents

• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.

• Excellent verbal and written communication skills in English and the language of supporting market