Quality Analyst / Subject Matter Expert with English/ French/ Spanish/ Russian/ Turkish

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 world-class 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.

Who are we looking for?
● A strong interest and passion for gaming
● Previous experience in a Quality Analyst and/or Subject Matter Expert role in a BPO/Contact Center
● Experienced in performing detailed, accurate and trustworthy quality audits, root cause analysis, calibrations, and process improvement initiative
● Strong knowledge of quality and compliance terms, tools, and methodologies professionals
● Details oriented, self-driven and problem-solving mindset with team player attitude professionals
● Demonstrated ability to train and develop new and existing support agents with outstanding facilitation and coaching skills
● Excellent verbal and written communication skills in English and Russian


Applicants must have a valid EU passport/Working Visa

Reporting to the Quality/Training Manager, you will work as a Quality Analysts/Subject Matter Experts for our client, a leading gaming organization. You will ensure and evaluate agent’s service provision and guide them into providing the most awesome service. You will provide structure and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities for the employees to deliver a #happier customer experience to our client’s customers: players.
Your performance will be measured on how well you:

● Lead and participate in calibration sessions with Operations and Training and call listening programs with clients to identify best practices and areas for improvement.

● Develop, create, and implement call center quality processes and procedures; as well as making recommendation for enhancements to training materials and/or recommendations to design new training modules.

● Collaborate with call team members to identify and streamline QA processes and implement process standards that enhance service delivery and the customer experience.

● Prepare and analyses quality reports for review with the management team and clients.

● Design and develop high-end training material used to deliver and assess learning experiences to improve our client’s processes, CSAT and other KPIs that will ultimately enhance the player support experience.

● Work in partnership with Operations, Training, and Clients in developing and/enhancing evaluation programs that are targeted to the objectives of the account and will unearth the root cause of issues, possible solutions and provide actionable insights for performance improvement.

● 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.

Top Reasons to work with TDCX:

● 25 years of experience and more than 200 industry awards
● Work with international talents
● Exposure to the world's most loved brands
● Strong Learning and Development plans for your growth
● Career development programs. Yes! Opportunities to move sideways or to leadership positions will be there for those who overachieve expectations
● #BeHappier culture where everyone is a family
● Coaching and mentoring by experts in your field
● Full payment of salary and benefits from day one, including training and onboarding time.
● Stable contract
● Premium and Instagrammable workspace, right next to Pipera subway station
● Free coffee and tea at the office

Next Steps in our Selection Process:

● You read this and it if matches your skills and interest you apply via our Careers Website

● We send you a link to use our own cutting-edge Digital Interview Platform and tell us more about what value you could bring to TDCX on a video.

● You meet with one of our friendly recruiters to speak more about yourself and get to know our culture better.