Quality Analyst - premium consumer electronics account (cebu)บริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

#BeMore!
Do you aspire for 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:
Competitive remuneration, great perks, and performance incentives
Comprehensive medical, insurance, or social security coverage
World-class 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, winner of hundreds of industry awards
What is your mission?
Performs Call Monitoring to evaluate employee's behavior and customer service performance in compliance with the processes and procedures outlined by the account, the company and business laws and regulations
Provides structured and valuable feedback and recommendations to address skills,  knowledge gaps and behavioral opportunities 
Leads and/or participates in calibration sessions with Operations and Training and call listening programs, internally or with the client, to identify best practices and areas for improvement
Assists in developing, creating and implementing call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design a new training module
Collaborates with quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience
Prepares and analyzes internal and external quality reports for review with Internal Stakeholders and/or clients
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
Supports New Hires by facilitating call listening sessions, mock calls and other QA related activities
Uses call center tools and/or client systems to gather data and analyze trends or patterns affecting quality performance
Undertakes all necessary training including new hire training and continuous education to be effective in taking in customer interactions and monitoring/evaluating calls. 
Regularly takes in calls or complete customer facing time to exercise and/or improve customer interaction skills and knowledge of the account's processes which in turn is necessary for supporting our frontline staff.
Perform other call monitoring or evaluation deemed necessary by the account leadership team for information gathering, root cause analysis or performance improvement of specific metrics
Other responsibilities as assigned by the QA Manager
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?
Minimum of 2 years in college, preferably a bachelor's degree
Minimum 2 years of experience (preferably in a BPO or similar environment)
At least 2 years' experience in supporting a customer service account as a Quality Analyst in a BPO set-up.
At least 1 year in sales program as a Quality Analyst in a BPO set-up
Extensive customer service experience in a BPO setting or similar environment
Sufficient experience in consultative selling/needs-based selling/upselling
Technical experience is an advantage 
Knowledgeable of and exhibits great interest in the latest trends in consumer electronics
Exceptional verbal and written communication skills
High Customer Service Orientation
High level of integrity and judgment
Strong Knowledge of quality evaluation and customer service metrics
Attention to detail and desire to follow procedures
Solid RCA skills, action planning and coaching skills
Strong organizational, multitasking and time-management skills
Shift Flexibility
35wpm and 80% accuracy
 
Who is TDCX?
 
TDCX (NYSE: TDCX) provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
 
TDCX helps clients, including many of the world's best brands, achieve their customer experience aspirations by harnessing technology, human intelligence, and our global footprint. We serve clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our expertise and strong footprint in Asia have made us a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region's growth potential.
 
We pride ourselves on discovering and employing the best professionals to join us as we transform the outsourced CX industry. Our commitment to #BeMore for our people, our clients, and our community has led to us winning several hundreds of industry awards, including being one of the best companies to work for in Asia.
 
From our first-rate workspaces, above-industry-average compensation packages, career opportunities, to our workplace perks, find out what else is in store when you embark on a career with TDCX.