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.

Candidate must possess at least a Advanced/Higher/Graduate Diploma, bachelor's degree, Post Graduate Diploma, and Professional Degree in any field.
Preferably, 2 years of working experience in the related field is required for this position.
Experience in extracting, transforming and porting data from source systems to data analytics platform(s) and reports using Tableau, Qlik, R, SPSS
Experience in analyzing different types of data to support business needs and present the results in concise visualization formats
Has an inquisitive mind and proactivity to challenge the norms constructively
Must have initiative, drive, and work independently with minimum supervision and be a good team player.
Excellent verbal and written communication skills in English and the language of supporting market

Customer Experience Expert

Key skills