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TDCX provides customer experience solutions designed to help businesses communicate with and support their customers across multiple channels. Its offering emphasizes secure, privacy-conscious messaging, while also enabling community participation and group conversations that keep interactions organized and accessible. The company’s profile may be relevant to professionals exploring opportunities in customer experience, communication services, and related business support operations.
Quality and Support Analyst at TDCX — Onsite Thailand
Quality and Support Analyst responsible for monitoring customer service performance, strengthening quality assurance processes, and identifying improvement opportunities. Join TDCX’s global business process outsourcing environment supporting customer experience, sales, marketing, and content moderation services.
Description
- Monitor service channels to assess employee conduct, customer service quality, and compliance with organizational policies and applicable laws and regulations.
- Deliver structured feedback and recommendations focused on capability gaps, knowledge needs, and behavioral improvements.
- Compile and review internal and client-facing quality reports for relevant stakeholders.
- Work with call quality specialists and the QA Manager to improve quality assurance workflows and establish consistent process standards.
- Create and refine evaluation programs with Operations, Training, and clients to uncover root causes and develop practical, strategic solutions.
- Use call center and client systems to collect data and identify trends or patterns influencing quality performance.
- Complete additional management-assigned responsibilities related to the role and support the implementation, maintenance, and ongoing improvement of TDCX’s Quality Management System.
Requirements
- An Advanced, Higher, or Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any discipline.
- Around two years of relevant experience is preferred, while fresh graduates are welcome to apply.
- Experience conducting quality audits, root cause analysis, calibration, and process improvement initiatives.
- Knowledge of quality terminology, tools, and methodologies.
- Ability to train and develop both new and current support agents.
- Strong organization, time management, customer service, and problem-solving abilities in an interruption-prone work environment.
- Excellent spoken and written English communication, along with proficiency in the language of the supported market.
Benefits
- Attractive compensation package with additional perks.
- Comprehensive medical, insurance, and social security coverage.
- World-class workplace facilities.
- Employee engagement activities and recognition programs.
- Structured learning and development opportunities for career progression.
- Supportive workplace culture focused on future growth.
- Convenient location with direct public transportation access.
- Flexible working arrangements.
- Expert coaching and mentoring.
- International company environment.
- Employment with an award-winning organization in the industry.
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