Job Description

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 cross site 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 C...

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