Quality Officer | Iloilo

#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 incentives Comprehensive medical, insurance, or 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 locate area with direct access to public transport Flexible working arrangements Be coached and mentored by experts in your field Join a global company, winner of hundreds of industry awards What is your mission?
Perform tasks and projects in the area of Quality and Compliance as prescribed and/or recommended by internal and/or external stakeholders Assure through regular checks and inspections that compliance and business-critical standards are practiced and observed within the Account; Conduct call evaluation daily to monitor performance trends and check for consistency in the delivery of the right resolution and amazing customer experience; Support Operations Team for interpretation and methods following set standards.
Audit call handling performance and improvement opportunities; Establish, ensure adherence to, and review efficacy of standard operating procedures that relate to overall principle of Quality and Compliance Communicate feedback to the Operations and Training Team to ensure that audited opportunities will be addressed correctly and in a timely manner Willingness to perform ground-level and/or front-liner tasks as deemed necessary; and Live and breathe the client organization and TDCX's core values and beliefs.
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?
At least 1 - 3 year(s) of relevant working experience Preferably a bachelor's degree, any field Excellent verbal communication skills in English language is essential.
Experience in working with customers Experience leading, inspiring and motivating others to meet goals and metrics.
Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics) Works well in ambiguity and embraces the adventure!
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