Customer Experience Expert

2 days ago

Singapore beBeeQuality Full time $80,000 - $120,000

Unlock your full potential in a rewarding career with TDCX, an award-winning and fast-growing business process outsourcing (BPO) company.

Join our team of experts to deliver top-notch customer experience solutions, sales, and digital marketing services to leading brands across various industries.

As a key partner for companies seeking tangible outcomes, we leverage innovation and operational precision to drive results. With a global presence across 39 locations worldwide, TDCX offers robust coverage across Asia, Europe, and the U.S.

Key responsibilities include performing quality audits, root cause analysis, and process improvements to enhance service delivery and customer satisfaction. Collaborate with cross-functional teams to develop and implement evaluation programs that meet client objectives.

The ideal candidate will possess excellent organizational, time management, customer service, and problem-solving skills while working in an environment with frequent interruptions. Strong verbal and written communication skills in English are essential.

Responsibilities:

  • Perform quality audits to evaluate employee behavior and customer service performance
  • Provide structured feedback and recommendations to address skills and knowledge gaps
  • Prepare and analyze internal and external quality reports for review with stakeholders
  • Collaborate with QA teams to identify and streamline processes, implement standards, and enhance service delivery
  • Work with Operations, Training, and Clients to develop and enhance evaluation programs meeting account objectives

Requirements:

  • Candidate must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field
  • Preferable with 2 years of working experience in the related field
  • Experience in performing quality audits, root cause analysis, calibration, and process improvement initiatives
  • Knowledge of Quality terms, tools, and methodologies
  • Demonstrated ability to train and develop new and existing support agents

What we offer:

  • Attractive 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 career growth
  • Positive culture for professional growth and development
  • Flexible working arrangements
  • Be coached and mentored by experts in your field

TDCX is a Singapore-based global BPO leader delivering advanced CX solutions, sales, and digital marketing services to top brands.

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