Quality Analystบริษัท เทเลไดเร็ค เทเลคอมเมิร์ซ (ประเทศไทย) จํากัด

We are looking for Quality Analyst to join our growing family.
Come home and start your #BeHappier journey with TDCX today!
Top reasons to work here:
Above-industry average salary
Group life insurance starting on Day 1
HMO benefits on Day 1 + one free dependent after 6 months
15 Sick Leave credits with cash conversions
15 Vacation Leave credits with carry over
Premium & Instagrammable workspaces
Free overflowing coffee and cookies
Learning courses to help you grow
Career development programs
Engagement activities like free food day, raffles, birthday treats, anniversary gifts, contests and much more!
What is your mission?
Performs Call 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
Leads and participates in calibration sessions with Operations and Training and call listening programs with Clients 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 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
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 Training and takes in calls, chats or emails as needed and/or required to further improve competencies, skills and knowledge and to better assist the employees
Other responsibilities as assigned
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 as a Quality Assurance Specialist
Proficiency with technology, especially computers, software applications, and phone systems
Strong operational knowledge of PowerPoint, Excel, and Word
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

2 to 4 Years Experience