Officer, Customer Experience

7 days ago

Singapore TDCX Full time

#BeMore
Do you aspire to have a rewarding career where you can thrive, grow, and achieve your career aspirations? Unlock your full potential at work with TDCX, a leading global BPO company.
Work with the world’s most loved brands and connect with inspiring, diverse people. Join our team and begin your journey to #BeMore Top reasons to work with TDCX
Attractive remuneration and great perks
Comprehensive medical, insurance, and social security coverage
World-class 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-access location with direct public transport links
Flexible working arrangements
Coaching and mentoring from experts in your field
Join a global company, winner of hundreds of industry awards
What is your mission?
Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
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?
Preferable with 2 years of working experience in the related field is ideal for this position. However, fresh graduates are encouraged to apply.
Experienced in performing quality audit, root cause analysis, calibration, process improvement initiative
Possesses 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 the supporting market.
About TDCX
Singapore-headquartered TDCX is a leading global business process outsourcing (BPO) company that provides customer experience (CX) solutions, sales and digital marketing services, and content moderation for clients across various industries. These include digital advertising and social media, e-commerce, fintech, gaming, healthtech, media, technology and, travel and hospitality.

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