CEBU - Quality Assurance Manager

#BeMore

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:

Competitive remuneration, great perks, and performance incentivesComprehensive medical, insurance, or social security coveragePremium workspacesEngaging activities and recognition programsStrong learning and development plans for your career growthPositive culture for you to #BeMore at workEasy to locate area with direct access to public transportFlexible working arrangementsBe coached and mentored by experts in your fieldJoin a global company with 26 years of experience and more than 350+ industry awards

What is your mission?

To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits.Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded.Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrityReview, investigate and resolve inquiries regarding member services’ issues for internal and external customers.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 fieldPreferable with 3 - 5 years of working experience in the related field is required for this positionExperience in performing quality audit, root cause analysis, calibration, process improvement initiativeKnowledge of Quality terms, tools, and methodologiesDemonstrated ability to train and develop new and existing support agentsExcellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptionsExcellent verbal and written communication skills in English and the language of supporting market