Customer Experience Manager

Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence.

● Facilitating or leading training on quality requirements with operation and training team based on result analysis

● Compile and analyze data on a regular basis to find and report on trends that indicate existing and emerging service gaps

● Work with Project Stakeholders as well as Clients to create strategies to close service gaps

● Analyze customer scorecards, on time delivery, and other performance metrics and work with other Customer Care supervisors to make necessary improvements

● Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers

● 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 ISO9001 and ISO18295-1 Quality Management System of TDCX.

Requirement

Candidate must possess at least a bachelor’s degree in any field

• Preferably with Six Sigma Green Belt and /or COPC certification

• Good Presentation and analytical skills

• Able to identify quality gaps, findings and develop actions

• Good leadership skills

• Able to manage Team Leaders, Quality Analysts and/or Assistant Managers

• Able and willing to work on a rotational shift pattern, which will include weekends

• Minimum 2 years’ experience as a Quality Manager in the BPO industry.

• Outstanding verbal and written communication skills.