Customer Experience Transformation Manager

hace 12 horas


Barcelona, Barcelona, España Tdcx A tiempo completo

About TDCX

TDCX is an award-winning and fast-growing BPO company that enables world-leading brands to acquire new customers, build customer loyalty, and protect their online communities. Our transformative digital CX solutions are powered by technology, human intelligence, and a global footprint.

Our Mission

We strive to deliver exceptional customer experiences by leveraging our expertise in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. Our commitment to excellence has earned us numerous industry awards, including being one of the best companies to work for in Asia.

What We Offer

Attractive remuneration packages, comprehensive medical, insurance, or social security coverage, world-class workspaces, engaging activities, and recognition programs. We also provide strong learning and development plans for career growth, a positive culture, easy access to public transport, and flexible working arrangements.

Your Role

As a Customer Experience Transformation Manager, you will perform all channel Monitoring to evaluate employee's behavior and customer service performance. You will provide structured and valuable feedback and recommendations to address skills and knowledge gaps and behavioral opportunities. Additionally, you will prepare and analyze internal and external quality reports for review with Internal Stakeholders and/or clients.

Requirements

To be successful in this role, you must possess at least an Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree in any field. Preferably, you should have 2 years of working experience in the related field. Your responsibilities will include performing quality audit, root cause analysis, calibration, process improvement initiatives, and utilizing Call Center Tools and/or Client Systems to gather data and analyze trends or patterns affecting quality performance.

Benefits

The estimated salary for this position is $60,000 - $80,000 per annum, depending on location and experience. You will also receive comprehensive medical, insurance, or social security coverage, above-industry-average compensation packages, career opportunities, and workplace perks. Join TDCX and discover how we can help you achieve your full potential and #BeMore

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