Quality Assurance Specialist (Call Center)

หน้าที่และความรับผิดชอบ

• Perform all channel Monitoring to evaluate employee’s behavior and customer service performance and compliance with the company policies and business laws and regulations.
• Provide structured and valuable feedback and recommendations to address skills, knowledge gaps, and behavioral opportunities.
• Prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.
• Collaborate with call quality team members and QA Manager to identify and streamline QA processes and implement process standards that enhance both service delivery and customer experience.
• Develop and enhance evaluation programs that targets the objectives of the account with Operations, Training, and Clients while ensuring that these programs will determine the root source of issues in order to provide strategical and actionable solutions as a means of improving performance.
• Use Call Center Tools and/or Client Systems to gather data and analyze trends or patterns that are affecting quality performance.
• 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.

คุณสมบัติ

คุณสมบัติด้านความรู้และความสามารถ

• Preferable with 2 years of working experience in the related field is ideal for this position. However, fresh graduates are encouraged to apply.
• Experienced in performing quality audit, root cause analysis, calibration, process improvement initiative.
• Possesses knowledge of quality terms, tools, and methodologies.
• Demonstrated ability to train and develop new and existing support agents.
• Excellent organizational, time management, customer service and problem-solving skills while working in an environment with frequent interruptions.
• Excellent verbal and written communication skills in English and the language of the supporting market.

สวัสดิการ

• ประกันสังคม
• ประกันชีวิต
• ทำงานสัปดาห์ละ 5 วัน
• ค่าตอบแทนพิเศษ
• ประกันสุขภาพ
• ตามข้อตกลงของบริษัท
• สิทธิการเบิกค่าทันตกรรม

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