Senior Customer Experience Team Lead
- Malaysia
- Permanent
- Full-time
- 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
- Partners with the appropriate department managers to deliver feedback regarding the customer interaction, including opportunities for improvement as well as providing direct feedback to the representatives
- Acts as a resource and advisor to the training dept., through identifying training deficiencies, trends, gaps and additional needs, through performing various forms of call monitoring
- Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.
- Perform quality spot checks of service tickets, phone calls, and other customer intractions to ensure that all applicable standards are met or exceeded.
- Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps.
- 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.
- Candidate must possess at least a Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field.
- Preferable with 2 years of working experience in the related field is required for this position
- Experience in performing quality audit, root cause analysis, calibration, process improvement initiative
- Knowledge of Quality terms, tools, and methodologies, and able to provide insights analysis for client business review.
- Demonstrated ability to coach 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 supporting market