Assistant Customer Experience Expert

1 day ago

Malaysia TDCX Full time

#BeMore

Do you aspire 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
- Attractive remuneration, great perks, and performance incentives
- Comprehensive medical, insurance, or social security coverage
- Premium 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 with 26 years of experience and more than 310+ industry awards

What is your mission?
- Performs all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations
- Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
- Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
- Collaborates with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
- Works in partnership with Operations, Training and Clients in developing and/enhancing evaluation programs that’s targeted to the objectives of the account and will unearth root cause of the problems, possible solutions and provide actionable insights for performance improvement
- Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns 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 required for this position
- Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
- 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 supporting market

Who is TDCX?

We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, Philippines, Hong Kong, Mainland China, South Korea, Japan, India, Romania, Spain and Colombia. We specialize in perfecting our client's customer experience and elevating their sales.We are guided by a talent philosophy — selecting and employing the best professionals to make the outsourcing industry better for our people and our clients.Our company has won over 310+ industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.

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