Top Reasons to work with TDCX Attractive 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? Analyze “Voice of the Customer” (VOC) and behavioral information to understand customer satisfiers and dissatisfiers. Establish and measure Contact Center quality index monthly with the aim to identify gaps in either processes or soft skills for improvement. Achieve desired contact outcomes with the aim to meet both customer and business expectations. Conduct orientation sessions as well as plan and deliver the full training program (including product, soft skills, and on-the-job training) for new hires. Develop new training programs/manuals, multimedia visual aids, and other educational materials. Have prompt and regular follow-ups on training programs delivered to evaluate training effectiveness. 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 ISO and ISO-1 Quality Management System of TDCX. Who are we looking for? Minimum Diploma or Degree holder At least 3 years related working experience, with excellent track record (preferably in a multinational organization, and at least 1 year experience in supporting a premium or international airline in a BPO setup. Strong communication and interpersonal skills Exposure to a strong customer-oriented environment; must be Customer experience oriented. Excellent presentation skills & training delivery, with knowledge of various training methodologies Collaborative work style; willing to coach and be coached by others. Strong process orientation: must be logical and able to follow processes and adapt to changes.