Quality Analyst | cebuบริษัท 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
QUALITY OFFICER
 
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?
At least 3 years of relevant working experience 
Preferably a bachelor's degree, any field
Excellent verbal communication skills in English language is essential.
Experience in working with customers
Experience leading, inspiring and motivating others to meet goals and metrics.
Strong Analytical skills; Able to tell a story with data and metrics (experience in handling CSAT/NPS/VOC/other related metrics)
Works well in ambiguity and embraces the adventure!