Senior Quality Manager

Job Description

TDCX is seeking a Senior Quality Manager to champion quality standards. This role involves overseeing practices that ensure adherence to quality benchmarks and internal audits. Key responsibilities include leading, mentoring, and developing team members to foster quality awareness and implement programs focused on Customer Experience Excellence. The manager will conduct spot checks on service tickets and customer interactions to ensure compliance with standards, analyze data for service gaps, and recommend resolutions to improve call quality. Additionally, the role involves addressing inquiries from both internal and external customers, along with other tasks assigned by management to enhance the Quality Management System.

Qualifications

1. Candidates must hold at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, or Professional Degree in any field. 2. A minimum of 5-7 years of experience in a related field is preferred. 3. Experience in conducting quality audits, root cause analysis, calibration, and process improvement initiatives is essential. 4. A strong understanding of Quality terms, tools, and methodologies is necessary. 5. Demonstrated ability to train and develop support agents. 6. Excellent organizational, time management, customer service, and problem-solving skills are crucial. 7. Proficiency in both written and verbal communication in English and the language of the supporting market is required.

Benefits

- 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 work culture that enables your future - Easy-to-access location with direct public transport links - Flexible working arrangements - Coaching and mentoring from experts in your field