Job Responsibilityo Performs all channel Monitoring to evaluate employee's behavior and customer service performance and compliance with the company policies and business laws and regulations
o Provides structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities
o Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
o 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
o 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
o Uses Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance
o 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.
Job RequirementsJob Benifits
