Quality Analyst | CEBU

#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?

• Coaches and develops all the assigned representatives
• Improve the quality monitoring system of customer service center, implement the business item sampling monitoring and scoring work according to the demand of Company
• Collect problems in monitoring, predict the trend of service quality, provide timely feedback and guide the correction
• Coordinates the phone, email and live chat interactions with the data from the servicing system to ensure that the customer receives timely, accurate, and complete information
• Acts as a resource and advisor to the account and the team through various forms of contact monitoring to ensure that agents are adhering to policies and procedures when meeting customers' needs and requirements
• Acts as a resource and advisor to the training department through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring
• 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